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Full text of "Smart Computing Reference Series Volume 8 Issue 3"


Smart 



Computinq ! Reference Series 

■ In Plain English*^ ^ 



I In Plain English 





Get Help For 100s Of Error Messages 



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3udes Tips For" Using 

udio, Video & 
The Internet 



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bined with any other offer or applied to previous purchases, and subject to change without notice. Risk free refers to 30-day trial only. Delivery is subject to product availability. Quotes are reprinted with permission: Wayne Thompson, 
Oregonian 8/15/89; Julian Hirsch, Sound & Vision, 3/85. 





PC ERRORS 


June/July 2004 - Vol. 8, Issue 3 



Smart Computing Reference Series 



In an ideal world, computers would never 
crash and programs would never run into 
problems. Or at least, if those things did 
occur, your PC would notify you about any 
glitches in a way that let you quickly patch 
things up and continue working. 

Uh, time to wake up. PCs run into problems 
all the time, and they typically respond by 
sending you a message that is either indeci- 
pherable or too vague to be of any use. 

In this issue we translate those arcane com- 
puting error messages into plain English, and 
we point out potential solutions to the prob- 
lem. Use this issue as a handy reference for 
whenever you encounter PC errors. 



ERROR MESSAGES 

4 Error Terror 

Your PC's Scary Messages Can Help You 
Resolve System Conflicts 

6 Don't Shoot The Messenger 

Error Messages Contain Helpful 
Troubleshooting Information 

7 Big, Bad & Blue 

Understand One Of The Most-Feared 
Types Of Error Messages 

8 Coping With PC Anxiety 

Tips & Techniques For Stress-Free Troubleshooting 

10 A Helpful Hand 

Debuggers Let You Record & Track Error Messages 



WINDOWS XP 



12 



18 



26 



34 



42 



Windows XP Installation Errors 

Don't Get Stopped Before You Start 

Windows XP Startup & Shutdown Errors 

Keep Windows Running Smoothly 

Windows XP Hardware Errors 

Keep Windows & Devices In Sync 

Windows XP Software-Related Errors 

Keep Working Despite Problems 

Windows XP Network & Online Error Messages 

Get Connected & Stay Connected 




WINDOWS 98 




48 Windows 98 Installation Error Messages 

Get Windows Up & Running 

54 Windows 98 Startup & Shutdown Errors 

Enter & Exit On Your Terms 

60 Windows 98 Hardware Errors 

Decipher The Undecipherable 

66 Windows 98 Software Errors 

Don't Get Shut Down 

72 Windows 98 Networking & Online Errors 

Stay Online & Productive 







WINDOWS 2000 



76 



82 



88 



94 



Windows 2000 Installation & Setup 

Solutions To Get You Off To The Right Start 

Windows 2000 Startup & Shutdown Errors 

Say Hello & Goodbye With Ease 

Windows 2000 Hardware Errors 

Learn What's Behind Those Cryptic Messages 



Windows 2000 Software Errors 

How To Figure Out What Your OS Is Trying To Tell You 

100 End Connection Headaches 

Windows 2000 Networking & Online-Related Errors 

MICROSOFT OFFICE 2003 

1 04 Microsoft Office System 2003 

Installation & Startup Errors 

108 Word 2003 

Diagnose & Correct Microsoft Word Error Messages 

112 Excel 2003 

Diagnose & Correct Excel Errors 

116 PowerPoint 2003 

Work The Bugs Out Of Your Presentations 

120 Outlook 2003 

Failure To Communicate? We Can Help 




ONLINE COMMUNICATIONS 

123 General Online Errors 

We Demystify The Internet's Cryptic Errors 

1 29 Revive Your Network 

Troubleshoot Network & Internet Connection Problems 

131 Browser Errors 

What You Can Do When The Surf's Not Up 




HARDWARE 



137 Memory, CPU, BIOS & Port Headaches 

Tough Solutions For Tough Issues 

141 Drive & Storage Problem Solving 

Your Data is Gone! Or is it? 

144 Troubling Printing & Scanning 

Documents Check In, But Try These Tips 
When They Don't Check Out 

1 46 Sound Solutions To Audio Problems 

Clearing Up What You Can Hear 

148 Video Card & Monitor Errors 

Some Are More Visible Than Others 



MISCELLANEOUS 



150 Speaking BIOS 

How To Decipher What Your Computer Is Saying 

152 The Fatal Exception Error 

Deciphering Processor Exception Codes 



INDEX 




1 55 Error Message Index 

(An Alphabetical Listing Of Error Messages In This Issue) 



SS9H SPECIAL: For Subscribers Only 



v? n Notebook-? 




Readers who subscribe to any of Sandhills Publishing's computing publications 
may read this issue online. Just go to SmartComputing.com, PCToday.com, 
CEtips.com, or ComputerPowerUser.com and link to articles from the online 
table of contents for this issue. As an added bonus, subscribers also have 
access to these Web-only articles: 

Access 2003 

Don't Let Errors Trash Your Database 

Publisher 2003 

Problem-Free Publishing— Almost 

Input Device Errors 

What Goes In Should Come Out 




Editorial Staff: Ronald D. Kobler/Rod Scher/ 
Kimberly Fitzke / Sally Curran / Samit Gupta 
Choudhuri / Corey Russman / Christopher 
Trumble / Calvin Clinchard / Katie Dolan / 
Jennie Schlueter / Blaine Flamig / Raejean 
Brooks / Rebecca Christensen /Tara Weber/ 
Michael Sweet / Katie Crooks / Shawn Kupfer / 
Dana Montey / Nate Hoppe / Sheila Allen / 
Heather Svoboda / Jennifer Hansen / Trista 
Kunce / Marty Sems / Chad Denton / Nathan 
Chandler / Kylee Dickey / Josh Gulick / 
Andrew Leibman / Eric Reed 
Web Staff: Missy Fletcher / Dorene Krausnick/ 
Nick Ray 

Customer Service: Travis Brock/ Alisha Lamb / 
Brandie Humphrey / Becky Rezabek/ Lana 
Matic 

Subscription Renewals: Liz Kohout/ Connie 
Beatty / Matt Boiling / Patrick Kean / Charmaine 
Vondra/Miden Ebert/Kathy DeCoito / 
Stephanie Contreras/ Nicole Buckendahl 
Art & Design: Lesa Call / Fred Schneider / Carrie 
Benes / Ginger Riley / Sonja Warner / Leigh 
Trompke /Aaron Weston /Aaron Clark/ Lori 
Garris / Jason Codr / Andria Schultz / Erin 
Rodriguez/ Lindsay Anker 
Newsstand: Garth Lienemann / Kelly 
Richardson / Chris McGreer / Jeff Schnittker 
Advertising Sales: Grant Ossenkop / Cindy 
Pieper / Brooke Wolzen / Eric Cobb 
Marketing: Mark Peery / Marcy Gunn / Heather 
Mentgen /Amber Coffin 

Copyright 2004 by Sandhills Publishing Company. All rights 
reserved. Reproduction of material appearing in Smart 
Computing REFERENCE SERIES: PC Errors is strictly prohib- 
ited without written permission. Printed in the U.S.A. GST # 
123482788RT0001. Smart Computing is published monthly by 
Sandhills Publishing Company. 131 West Grand Drive, P.O. 
Box 85380, Lincoln, NE 68501. POSTMASTER: Send address 
changes to Smart Computing, P.O. Box 85380, Lincoln, NE 



Web Services 

(For questions about our Web site.) 

webhelp@smartcomputing.com 
(800) 368-8304 

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(For questions about your subscription.) 

customer.service@smartcomputing.com 
Smart Computing 
P.O. Box 85380 
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Advertising Staff 

(800)848-1478 
120 W. Harvest Dr. 
Lincoln, NE 68521 
FAX: (402) 479-2193 




Error 



Messag 



es 



Error Terror 

Your PC's Scary Messages Can 
Help You Resolve System Conflicts 




You're probably familiar with the 
sinking sensation you get when a 
car's service engine light illuminates. 
That ominous, vaguely threatening 
feeling occurs again when your 
computer displays portentous and vague error 
messages. In both cases, drivers/users are left 
pondering, and maybe panicking, about the 
unexpected problem: What in the world went 
wrong? And what do I do next? 

■ Elusive Errors. Error messages aren't evil 
monkey wrenches that clog the gears of your 
computer's systems— but they are signs that 
something isn't quite right. Pinpointing the 
problem, even if you have a clearly written 
error message at your disposal, is not always 
easy because your computer is so complex, 
incorporating hardware, numerous programs, 
and an OS (operating system) that supposedly 
helps each of those components play nice. 

4 • PC Errors 



The next time you become livid at a vague 
error message, consider the multitude of chal- 
lenges facing software developers. They not 
only have to create cutting-edge applications on 
tight deadlines, but they also have to make sure 
their product doesn't conflict with the programs 
and hardware components that will likely be on 
their customers' computers. Developers do their 
best to smash the worst of their software's bugs, 
but then the program's release date draws near, 
forcing companies to move forward in a hurry. 
Randy Camp, MusicMatch's vice president of 
software and research and development, says 
that in these situations, "programmers may for- 
get to omit error messages created during the 
debugging process, or they may be overlooked 
because of time and money restrictions or high- 
er-priority user-interface items." As a result, 
users may not only come across a vague error 
message, they might even see messages that 
programmers didn't intend for the public eye. 



When programmers beat their tight coding 
deadlines, they take a step back and try to 
write clear, concise error messages that help 
users diagnose and fix problems. But as you 
know, few error messages are really that help- 
ful. One reason is that programmers just don't 
have the time (or enthusiasm) for creating top- 
notch error messages. As a result, their sloppy 
error messages utilize esoteric English or jum- 
bled alphanumeric codes that mean nothing to 
end users. Worse yet, many error messages are 
composed by people who've never developed 
an application themselves, meaning the writ- 
ers don't have an intricate knowledge of the 
product's inner workings. Other times, the 
opposite occurs— an engineer who helped 
build the program writes the messages, but 
does so in language that's of no assistance to 
end users. Still, unhelpful error messages are 
better than no error messages at all. Without 
them, programs would simply freeze, fail, or 
go berserk with zero explanation. Error mes- 
sages give us a starting point for taking the 
first steps toward addressing problems that, if 
undetected, could damage valuable data. 

Hardware and OS errors. Your computer's 
hardware and OS spawn many of the mes- 
sages you see, in part because the OS has such 
an intense job. It must coordinate the activities 
of all hardware and software and keep tabs on 
many separate OS functions, too. Program- 
mers assure hardware and software compati- 
bility by testing their OS with as many setups 
as they can, but there are always unknown 
configurations that cause problems. 

When an OS encounters unfamiliar or newly 
revised hardware and software, conflicts may 
occur due to incompatibilities, or because more 
than one product demands the same resources 
as another. There are a few OS-related errors 
that happen more often than others, and one is 
called a fatal exception error. Often called BSOD 
(Blue Screen of Death) errors because of the blue 
screen and white text that appears, fatal excep- 
tion errors are the bane of all computer users, as 
these errors generally halt all programs and 
prompt users to restart their PCs. You can read 
in-depth details about BSOD errors in the article 
"The Fatal Exception Error" on page 152, but for 
your reference, BSOD errors typically occur due 
to an incomplete or inefficient third-party pro- 
gram. Often the program in question requests 
system resources (such as memory) that aren't 
available, and if the program becomes unstable, 
the OS puts a stop to the process and requires 
you to restart your computer. 



Error Messages 



Many users also see Windows protection or 
STOP errors, which usually occur at startup. 
Like fatal exception errors, protection errors 
freeze processes and force you to restart your 
PC. Protection errors happen for many rea- 
sons, such as driver conflicts, viruses and 
worms, a corrupted Registry, hardware mal- 
functions, and more. 

You might also encounter GPFs (general 
protection faults) or any number of illegal oper- 
ation errors. GPFs occur due to a variety of 
hardware and software problems and often 
appear when your processor receives invalid 




These days, when a program crashes, Microsoft wants to know about 
it. When a programming problem shuts down an application, you may 
see a dialog box like this one, which offers to send data about the error 
to Microsoft's software development teams. 



instructions from an application. Illegal opera- 
tion errors appear because the computer can't 
complete the instructions it receives, and thus, it 
stops the process and alerts you with an error. 

Other software errors. Just like OS pro- 
grammers, the people who develop third-party 
programs must create software that will work 
with a sprawling list of hardware, as well as 
popular programs from other companies. 
That's a daunting task, in part because each 
program on the end user's computer needs to 
share the CPU, RAM, and other system 
resources. It's a failure to anticipate problems 
that generate errors. "In general, warning and 
error messages are used to indicate that a situ- 
ation has occurred that was not expected," 
says Russ Miller, director of software develop- 
ment for Corel. 

Sometimes, an error message will offer a 
generalized explanation that the program isn't 
compatible with a hardware component, but 



that imprecise message won't necessarily help 
you fix the problem. Other messages may indi- 
cate that system resources aren't available 
because another program is working, but you 
still might not have a clue on how to resolve 
the conflict. 

These unclear errors are notorious for their 
unhelpfulness, at least to ordinary home users; 
nevertheless, many error messages offer more 
help than those of the past. For example, if you 
can't save a file in a specific format, a program 
might well explain why. And if an application 
is starved for memory, there's a good chance 
an error message will give 
you an accurate heads up. 
Things should continue 
to improve as companies 
provide a more aggres- 
sive reaction to errors. 
Microsoft lets users send 
error reports via email, 
hoping to glean informa- 
tion that will help the 
company's products work 
better in the future. Miller 
indicates Corel's appli- 
cations offer a similar 
capability and says, "the 
software offers to transmit 
a snapshot of related sys- 
tem data via email that 
enables programmers and 
testers to get to the root 
of problems as quickly 
as possible and ensure 
the top concerns are ad- 
dressed in future updates." 

■ What You Can Do. When you see an error 
message, be sure to make a copy of it. De- 
pending on the circumstances, you may be 
able to highlight the error message and its 
description using your mouse pointer. Then 
press CTRL-C to copy the message, open a 
word processing program, and press CTRL-V 
to paste the information into a blank docu- 
ment. Save the file for future reference. If you 
can't copy and paste the message, get out your 
trusty pen and notepad and jot down the mes- 
sage in its entirety. 

After you copy the error message, try re- 
starting your computer to see if that resolves 
any problems you experienced. Often, simply 
clearing your PC's memory with a restart will 
set things back to normal with no extra effort 
from you. Recurring error messages are more 
frustrating because of their persistence, but 



depending on the situation, you might be able 
to resolve such errors very quickly. Check out 
the following tips to combat common errors. 

New installations. Many errors surface 
soon after you install new hardware or soft- 
ware because conflicts often occur between the 
new product and previously installed compo- 
nents. To put an end to such messages, you 
might be able to uninstall the program or hard- 
ware (and hardware drivers) and then restart 
your computer to an errorless state. 

If you do find that removing a new prod- 
uct eliminates errors, you might have to do 
some research to figure out the source of the 
conflict before you can reinstall the new 
product. Check the manufacturer's Web site 
for updated drivers, search support areas for 
known conflicts, and contact technical sup- 
port for assistance. Sometimes tech support 
gurus can help you tweak a setting to end 
software conflicts. 

Let it finish. Developing new computing 
habits can also limit the number of error mes- 
sages you see. When you first start up your 
PC, let the hard drive come to a complete stop 
before starting a task; this lets your computer 
load all necessary drivers and operating sys- 
tem components necessary for efficient and 
error-free operation. The same concept works 
for your other programs. Let each program 
start up or shut down completely before you 
move on to another job. 

Look it up. You can investigate Windows 
error messages on Microsoft's support site 
(support.microsoft.com). Click Search The 
Knowledge Base, select your OS, and enter 
part of the error message in the Search For text 
box. You may well find information here to 
help fix recurring PC problems. 

■ Just The Beginning. Now you under- 
stand a few of the reasons that perplexing and 
annoying error messages wind up on your 
monitor. You also know that such messages 
often occur because too many components are 
competing for the same system resources. 

Keep reading and you'll see detailed expla- 
nations of error messages and the best trou- 
bleshooting techniques for defeating them (see 
the article, "Coping With PC Anxiety" on page 
8). You will probably never own an error-free 
system, but with the knowledge you absorb 
here, you won't panic at every error message 
you encounter, and your computing sessions 
will be less stressful and more productive. H 

by Nathan Chandler 



PC Errors • 5 



Error Messages 



gc 



Don't Shoot The Messenger 

Error Messages Contain Helpful 
Troubleshooting Information 



Error messages can seem overwhelming if we don't understand 
why they happen or how to prevent them. It helps to remember 
that an error message does not cause the problem; it is merely 
the messenger. Error messages are much less intimidating if you view 
them not as signs of doom but as valuable tools that hold clues to 



program and system failures. Understanding each part of an error 
message can help you decipher the information and eliminate 
the error. Qjs] 

Compiled by Kylee Dickey 



Title Bar. This part of an error message should be 
familiar to most users because you see a title bar 
at the top of all windows and dialog boxes. 
Usually, the title bar displays the name of the cur- 
rent program or the title of the open document or 
folder. In an error message, the title bar might 
contain the name of the program that generated 
the error (such as Internet Explorer), the type of 
error (such as Windows Protection Error), instruc- 
tions (such as Restart Windows or Insert Disk), or 
a warning message (such as Warning or Error). 



J I explore 




This program has performed an illegal operation 
and will be shut down. 

If the problem persists, contact the program 
vendor. 



Message Body. This is the part of the error message that is in plain English 
and, ideally, tells you what happened, why it may have happened, and how 
you can correct the problem. Some error message bodies are well written and 
provide many details while others are relatively brief. Read the message body 
carefully, as the message body will often direct you to specific files and actions 
that have caused the error or that may eliminate the problem. 



Close 



IEXPLORE caused an invalid page fault in 

module KERHEL32.DLL at 0177 : bf f 766f 6 . 

Registers: 

EAX=005S001c CS=0177 EIP=bff766£6 EFLGS=00010202 

EBX-00000000 SS=017f ESP=00550000 EBP=00550004 

ECX=00000000 DS=017f ESI=005S00eS FS=732f 

EDX=bff 76859 ES=017f EDI=816bl200 GS=0000 

Bytes at CS:EIP: 

ff 75 00 ff 75 08 e8 aa tt tt tt 83 c4 Oc c3 c3 



zi 



Response Mechanism. All error messages have some 
type of response mechanism. The most basic 
response mechanism is a simple OK or Close button 
that follows the message body. More elaborate 
response mechanisms might first ask what action you 
would like to take and then offer a series of buttons, 
such as Yes, No, and More Info. For example, if the 
message body indicates that the system may become 
unstable, the response mechanism might consist of 
the following three components: 

• the question "Would you like to proceed anyway?" 

• a Yes button 

• a No button 

A more basic response mechanism might have no 
text and only a simple Restart button. 



Details Button. Not all error messages have a Details 
button. Those that do can provide information specif- 
ic to your system and the way you were using it prior 
to and at the time that the error occurred. When you 
click the Details button, you will usually see strings 
of computer code. Although this code may mean lit- 
tle to you, this information can help diagnose the 
problem if you contact technical support. 



6 • PC Errors 



Error Messages 



Big, Bad & Blue 

Understand One Of The Most-Feared 
Types Of Error Messages 



The sight makes many computer users tremble: the BSOD (Blue 
Screen Of Death). Chances are that if youVe used Windows for a 
while, you have, at one point or another, encountered the BSOD. 
Even Bill Gates had the misfortune of seeing a BSOD on his computer 
screen during his Windows 98 presentation at Comdex Spring 1998. 

The BSOD is one type of Windows error message. Unlike the error 
message shown in the last article, the BSOD is a full-screen error mes- 
sage. With its bright blue background and white text, the BSOD is hard 
to miss. Sometimes it signals that an individual program must shut 
down. Other times, the BSOD indicates that the error is so grave that the 
entire system must shut down. 

The BSOD exists in Windows 3.1/9x/Me. You will also find some- 
thing very similar to a BSOD in Windows NT/2000/XP. These more 
recent OSes have an error message called a STOP message that looks 
similar to and has many of the same elements as a BSOD. 



Various types of errors may cause a BSOD. For example, a bad device 
driver, a hardware conflict, or even an error in the Registry may prompt 
a BSOD. One of the most common causes of a BSOD is that Windows 
can't boot from the hard drive. Corrupted data on a hard drive can cause 
a BSOD, as can the installation of incompatible memory modules. 

The most common type of BSOD is a fatal exception error, an error that 
forces the current application to shut down. This happens when an unex- 
pected event, or exception, occurs. If no code exists to handle the exception, 
the program cannot proceed, and Windows will display a fatal exception 
error message. For more information about fatal exception errors, see "The 
Fatal Exception Error: Deciphering Processor Exception Codes" on page 152. 

With so many possible causes, it helps to understand the parts of a 
BSOD and its language so you can diagnose the problem. [bs| 

Compiled by Kylee Dickey 



Type Of Error. The first part of a 
BSOD tells you what type of error 
occurred. In most cases, the error 
is a fatal exception error, an error 
so great that it requires that the 
offending program close. 



Error Code. This two-character DOS code ranges 
from 00 to OF. It provides further information about 
the type of error that occurred. In this example, 0D 
indicates a general protection fault, an error that is 
unique and does not meet the definition of any of 
the other fatal exception types. 



r 



Memory Address. This string of char- 
acters is the memory address. It tells 
you the precise location of the error in 
the system memory. 




Location Of Error. Here, the BSOD tells you 
where the error occurred. In this error message, 
we can see that the problem occurred in a VxD 
(virtual device driver), a file that manages mem- 
ory to ensure that programs don't access the 
same devices simultaneously. 



Offending Device Or Program. This is the 
name of the device, program, or file that 
prompted the error. In this message, the BSOD 
tells us that the VFD (virtual floppy disk) caused 
the error. 



Response Mechanism. Finally, the BSOD offers at least 
one response mechanism. In this error message, there 
are two response mechanisms. First, you can press any 
key to exit the offending program but continue work- 
ing. This gives you a chance to save open documents 
before you restart your PC. Second, you can press 
CTRL- ALT-DELETE to immediately restart your PC. 



Message Body. After the technical information, 
the BSOD briefly describes, in plain English, 
what action you should take (or what action will 
be taken automatically). In the pictured BSOD, 
because a fatal exception error occurred, the 
program cannot continue. The BSOD explains 
that the application will shut down. 



PC Errors • 7 



Error 



Messag 



es 



Coping With PC Anxiety 

Tips & Techniques For Stress-Free Troubleshooting 




Sooner or later, you're going to have 
computer problems. That's not a warn- 
ing; it's a guarantee. 
Fortunately, how you react to those prob- 
lems is up to you. While some of us remain 
calm, others stress out. Still others scream 
and panic much like students in bomb squad 
school about to fail their first and final exam. 
Needless to say, such reactions are unhealthy. 
That's why we want to help you handle your 
PC problems stress-free. Here are a few trou- 
bleshooting essentials that might help not only to 
get you through your next computer crash, but 
help keep your blood pressure down, as well. 

■ Find The Root Of The Problem. The first 
thing to do when your PC misbehaves (aside 
from sighing, gasping, and moaning) is to locate 
the source of the problem. You might be able to 

8 • PC Errors 



determine this by tracing your steps. Try to 
remember what you were doing before the prob- 
lem occurred. Take note if you've recently 
installed a new program, saved or deleted an 
odd-looking file, or moved your computer to a 
new location. Don't disregard anything. 

If you're lucky— well, perhaps "lucky" isn't 
the right word— an error message will accom- 
pany the problem. If so, write it down. This will 
prevent you from later forgetting what went 
wrong. Your notes might also come in handy if 
you need to call a technician. Moreover, error 
messages sometimes contain important clues as 
to whether your problem is hardware- or soft- 
ware-related. Let's say you're trying to upload 
images from your scanner but keep getting an 
error message saying your computer is unable 
to connect to the scanning device. Chances are, 
your PC didn't cause the problem. Nor is it 



probably software-related. You'd want to start 
troubleshooting other hardware, such as the 
scanner's cable and power connections 

Once you've located the source of the 
problem and determined whether it's caused 
by hardware or software, you can begin the 
troubleshooting process. 

■ Troubleshooting Hardware. Let's be 
honest, you don't want to open your computer 
unless you have to. So before you go reaching 
for a screwdriver, listen for irregular noises 
coming from inside your PC. A ratchety 
"zzzzz" sound may mean a stray wire is 
touching the fan blades or that the fan motor is 
low on lubricant. A grinding noise may indi- 
cate a problem with the hard drive. (If that's 
the case, save the drive's data immediately: 
The motor or head system, which contains 
read/write heads that record and retrieve 
information from within the drive's case, could 
be preparing to fail. You have a right to panic.) 

Try solving hardware problems outside 
your PC by first making sure the hardware is 
plugged in and turned on. This may sound 
obvious, but more than a few people have 
spent valuable time troubleshooting a PC 
when all they had to do was just reattach a 
loose cable or flip a switch. 

If the power and cable sources check out 
OK, refer to the Device Manager. In Windows 
XP, right-click My Computer, select Properties, 
choose the Hardware tab, and click Device 
Manager. Navigate to the hardware device 
that is giving you problems. A small yellow 
circle and an exclamation point or question 
mark to the left of the device's name indicates 
that Windows has detected a problem. Click 
the exclamation point, and you might be 
directed through a series of problem-solving 
steps. If not, right-click the device, uninstall it, 
and remove it from Device Manager. Then 
reboot your computer. Windows will redetect 
the hardware, hopefully without the problem. 

If your computer won't reboot, try starting it 
in Windows' diagnostics mode, called Safe 
Mode. In Safe Mode, Windows uses only the 
most vital drivers and components, which lim- 
its the numbers of tasks you can perform but 



Error Messages 



makes it easier for you to spot problems caused 
by newly installed drivers. To enter Safe Mode, 
start your computer and begin tapping the F8 
key until an Advanced Options menu appears. 
Select Safe Mode and press ENTER. 

WinXP users can add Safe Mode to their Boot 
Menu. Right-click My Computer and select 
Properties. Choose the Advanced Tab. Under 
Startup And Recovery, click Settings. Then, in the 
resulting Startup And Recovery dialog box, click 
the Edit button under System Startup. After 
Notepad opens, copy the last line of text and 
paste it in the next line. Delete the description 
inside the quotes (most likely "Microsoft Win- 
dows XP Home Edition") and replace it with Safe 
Mode. In the same line, change "/fastdetect" to 
7safeboot:minirnal/sos/bootlog". Now click File, 
Save, and then exit Notepad. Click OK twice 
(once to close the Startup And Recovery dialog 
box and again to close the System Properties dia- 
log box). The Safe Mode option will appear the 
next time you boot your computer. 



■Troubleshooting Software. Software 
glitches occur far more frequently than hard- 
ware glitches. That's because software (which 
includes the operating system, OS utilities, and 
other applications) is responsible for carrying 
out every single task the computer 
performs. And when you consider that multi- 
ple programs may be running at any given 
moment— either behind the scenes or in your 
computer's foreground— it's no sur- 
prise that applications occasionally 
conflict with one another. 

Viruses and bugs, however, 
cause most software problems. 
Viruses are better prevented than 
fixed (with antivirus software and 
firewalls), but users have less con- 
trol over bugs (which are actually 
coding errors or defects within 
the software program). A good soft- 
ware company will offer updates, 
or patches, to fix bugs in its prod- 
ucts, but often minor bugs can be 
eliminated by the user. 

If you experience problems im- 
mediately after you've installed 
a new program, try simply unin- 
stalling or reinstalling the software. 
If your computer freezes, try pressing the ESC 
key. If the ESC key doesn't work, try closing 
the application with the Windows Task man- 
ager. Press CTRL- ALT-DELETE and select 
Task Manager. Now choose the Applications 
tab. Here you'll see a list of all the programs 



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Windows Me and XP users can restore their computers to an earlier date 
and time using the System Restore feature. 



open on your computer. If a program is not 
working properly, or is "Not Responding," use 
the End Task button to terminate the program. 
Also in the Task Manager, under the Pro- 
cesses tab, you'll find a list of all the applica- 
tions your computer is running, including 



those applications running in the background, 
along with a reading of how much memory 
each task is using. If too many programs run 
at once, or your system gets low on memory 
resources, you're likely to notice a slowdown 
in your computer, perhaps even a BSOD (Blue 
Screen of Death). 

Items listed under the Processes tab as 
LOCAL SERVICE, NETWORK SERVICE, and 
SYSTEM typically can't be closed, but other 
items can be (select the program and click the 
End Process button). You might be able to end 
slowdowns by closing some of these items. 
Just don't close any applications if you aren't 
sure what they are. 

The best way, however, to end freezes, 
crashes, slowdowns, and even some glitches is 
to simply reboot your computer. If you think 
you've caused a problem by accidentally delet- 
ing a necessary file, try recovering if from 
the Recycle Bin or a backup disk. Windows 
Me/XP users have the option of using System 
Restore. (Click Start, point to All Programs, 
Accessories, System Tools, and select System 
Restore.) System Restore, although not a back- 
up utility, monitors system and program files 
and creates restore points at selected intervals. 
If a user with either of these OSes experiences 
a problem, she can revert the system to a state 
when it worked properly. 

WinXP users also have access to The Last 
Known Good Configuration feature. This fea- 
ture will revert your OS to the same 
settings in effect the last time your 
computer started successfully. To use 
The Last Known Good Configuration 
feature, start your computer, tap 
the F8 key to enter the Windows 
Advanced Options menu, select Last 
Known Good Configuration (your 
most recent settings that worked), 
and press ENTER. 

■ Tech Support: The Last Resort 

During major crises you may have 
no choice but to refer to technical 
support. Try to make this your final 
option. Tech support can be expen- 
sive and time consuming, especially 
if you seek help through email, 

which can take days to receive a 

response. With patience and a little effort you 
can solve most computer problems on your 
own . . . without the panicking. Qjs] 

by Eric Melvin Reed 



PC Errors • 9 



Error Messages 



gc 



A Helpful Hand 

Debuggers Let You Record 
& Track Error Messages 



To err may be human, but to err and trash 
your PowerPoint presentation is dis- 
tinctly PC. Sometimes the errors are ran- 
dom, other times they're more predictable, but 
they're always annoying. To make matters 
worse, the most annoying errors always seem 
to have the most obfuscated error messages. 
Windows does come with a number of small 
tools to help you track and, in some cases, 
solve application errors. 

Perhaps the best known tool is Dr. Watson. 
If you have Windows, chances are you have 
Dr. Watson installed. The good doctor, how- 
ever, has gone through a number of changes 
over the years and works differently depend- 
ing on which version of Windows you're 
using. A handful of additional tools can pro- 
vide extra help in solving errors. Windows 
XP, for instance, lets you submit error reports 
to Microsoft each time an error occurs. Other 
tools help catch errors that Dr. Watson may 
miss. We'll take a look at some error debug- 
ging tools and show you how you can use 
these tools to help pinpoint problems. 

■ House Calls. As we mentioned above, 
Dr. Watson is perhaps the most well-known 
debugging application for Win-dows. Dr. 




Windows 98/Me users will need to make sure Dr. Watson is running 
before an error occurs. You can set a handful of options in older 
versions of Dr. Watson. 

10 • PC Errors 



Watson sits in the 
background waiting 
for errors to occur. 
When Dr. Wat-son 
detects an error, it 
takes a snapshot of 
everything that's 
going on in the system 
and saves the data to a 
log file. You may be able 
to use some of the infor- 
mation in the log to pin- 
point where errors are 
occurring, but you'll find the 
log files are most helpful 
when submitted to technical 
support teams. 

In newer versions of Windows, 
Dr. Watson is constantly running. Windows 
2000/XP users do not need to start Dr. 
Watson manually and will not see any indi- 
cation that Dr. Watson is running. 

On older systems, users will need to start 
Dr. Watson before it can log any errors. In 
Windows 98/Me, click Run in the Start Menu 
and type drwatson. You'll see an icon in the 
System Tray when Dr. Watson is running. 
Win98/Me users who are experiencing fre- 
quent but random errors 
may want to make a 
shortcut to Dr. Watson 
and place it in the Start- 
up program group in the 
Start menu. This will 
load Dr. Watson each 
time the system boots. 
To create a shortcut, 
right-click the Desktop, 
select New from the 
pop-up menu, and click 
Shortcut. Type drwatson 
in the text field and click 
Next. Provide a name 
for the shortcut (Dr. 
Watson works fine, but 
it can be anything you 
want) and click Finish. 
Right-click the newly 




created shortcut and select Copy. Right-click 
the Start Menu and select Explore. Double- 
click Programs and Start-up and then select 
Paste from the Edit menu. 

Options. In Win98/Me, right-click the Dr. 
Watson icon in the System Tray and select 
Options. You can specify the number of log 
entries to save and set the directory where 
Dr. Watson will store its logs along with a 
handful of other options. 

There are more options available to 
Win2000/XP users. To open the configura- 
tion window, click Run in the Start Menu and 
type drwtsn32. Once again, you can set the 
number of log entries to save and specify the 
directory where Dr. Watson will save its log 
files. These versions can also create Crash 
Dump files that developers or support staff 
can load into other debuggers. 

Win2000/XP users will also notice recent 
Dr. Watson entries listed at the bottom of the 
window. Highlight an error and click View to 
view the details. 

Log Files. The location where Dr. Watson 
saves log files by default depends on the ver- 
sion you're using. Open the configuration 
window using the method described above to 
locate the directory where Dr. Watson saves 
its log file. Older versions on Win98/Me sys- 
tems use a .WLF file extension while newer 



Error Messages 




Recent errors are listed in the Dr. Watson configuration screen, 
but errors will remain in the log file even after you've cleared 
entries from the configuration window. 



versions running Win2000/XP use a .LOG 
extension. 

In Win95/98, double-click the Dr. Watson 
icon and then click Open Log File in the File 
menu. Users with Win2000/XP can open 
recent logs from the configuration menu as 
described above. If you've cleared out entries 
in the configuration window, you can still 
open the Drwtsn32.log file in a text editor 
such as Wordpad (log files may be too large 
to open in Notepad). 

Logs can be very long, and most of the 
information is of no use to you unless you're 
a programmer. Nonetheless, in some in- 
stances you might be able to find some useful 
information buried in a Dr. Watson log. 

Each entry starts listing the date, time, and 
name of the application that crashed. Names 
provided are file names rather than generic 
program names (for instance, Wmplayer.exe 
instead of Windows Media Player). You'll 
also find a list of modules and other applica- 
tions running at the time of the crash and a 
generic program error code. You can use this 
information to search the Web for other users 
who may have had similar problems with a 
specific application. 

You can find the exact point where the 
problem occurred. You'll find multiple head- 
ers that read "State Dump For Thread Id 
xxxxx" (where xxxxx changes). You may see 
the word Fault in front of one or more of 
indented lines under these headers. Take a 
closer look at the beginning of any segment 
that contains a Fault line, and you should see 
a line beginning with Function. In some 
instances, you may be able to find some 
information by researching the function 



name (also called a sym- 
bol). 

If the application is a 
Microsoft application, try 
searching Microsoft's 
online Knowledge Base 
(support. microsoft 
.com). It may be useful to 
include the application 
name, error code, and 
symbol (if any). If the error 
is from another applica- 
tion, search the support 
documents from the soft- 
ware's publisher. Other 
handy utilities in-clude 
Google (www. google 
.com) and Google Groups 
(groups.google.com). 
In some instances, you may be able to 
track down a software conflict between two 
or more applications and find a simple 
workaround. Though in most cases, you 
probably will have to contact the software's 
tech support department. Submitting Dr. 
Watson logs may prove helpful. Even if the 
developer is unable to fix the problem in a 
timely manner, the company 
may be able to fix the prob- 
lem in future revisions. 



support department even if you've filed an 
automatic error report. 

■ Safety Net. In older versions of Windows, 
unexpected errors can slip through if Dr. 
Watson isn't running. Older versions of 
Windows still catch and record errors in a file 
called Fault.txt located in the C:\Windows 
directory. 

Entries in this file are small, especially 
compared to the wealth of data provided by 
Dr. Watson. Nonetheless, they do provide 
some basic information you might find help- 
ful. You'll find the name of the application 
that caused the crash and the name of the 
module that crashed along with a date and 
time stamp. A few other technical details are 
provided, but they'll mostly be of use to tech- 
nical personnel. Addition reports are 
appended to the end of the file, so you'll find 
the most recent errors listed at the bottom of 
the file. 

■ Limitations. Dr. Watson and other error 
reporting utilities do have somewhat limited 
use. They will not, for instance, help with 
major errors involving the OS itself (we'll 









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■ Error Reporting. In 

WinXP, Windows offers to 
report any errors directly to 
Microsoft any time an error 
occurs. This may or may 
not be helpful depending on 
the situation. Regardless, 
due to privacy concerns, 
error reports are completely 
anonymous, and only a 
handful of Microsoft devel- 
opers have access to these 
error reports. Don't expect 
Microsoft to get back to you 
concerning an error report. 

Microsoft developers, how- 

ever, may notice trends in 

submitted reports over time. They can use 

this information in the future to fix common 

errors. 

Remember, the information you submit in 
these reports is confidential. If you do contact 
Microsoft's tech support department directly, 
they will not have access to the report you 
submitted. Dr. Watson logs, therefore, are 
still useful when contacting Microsoft's tech 



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If an error caught you without Dr. Watson running, you can find 
a little extra information about the error in the Faultlog.txt file 
in your Windows directory. 



refrain from making the obvious WinMe joke 
here). These applications are best used to catch 
errors that occur when specific applications 
crash. In instances where the entire OS sud- 
denly locks up, they may be of little use. H 

by Chad Denton 



PC Errors • 11 



Windows XP 



(Home & Pro) 



Windows XP Installation Errors 

Don't Get Stopped Before You Start 



Once upon a time, installing a new 
version of Windows could turn 
into a monumental chore fraught 
with errors and frustration. We 
even recall the times when Win- 
dows 95 came on floppy diskettes (about 25 of 
them for a new installation). The Web is full of 
horror stories from Windows users who suf- 
fered through botched installations and spent 
countless hours getting their systems to run. 

One of WinXP's many improvements to the 
Windows experience is ease of installation. 
The vast majority of the time, a WinXP instal- 
lation is very easy and chugs efficiently along 
with little or no interference from you. It's 
almost as easy as inserting the setup CD into 
your CD-ROM drive and walking away. If set- 
ting up WinXP is boring, that's a very good 
thing. Go get a cup of coffee, prop your feet 
up, and relax while Windows does the heavy 
lifting. But don't relax too much. Sometimes 
things can go wrong. 

When something goes wrong with a WinXP 
installation, the setup process halts and reports 
an error message that attempts to describe the 
problem and, in some cases, what you can do to 
fix it. But like most error messages, installation 
error messages leave a lot to be desired. If you 
don't have access to another computer while 
installing WinXP and the installation trips up, it 
can be a very stressful situation when you have 
no way of obtaining more information about a 
particularly cryptic error message. 

Read on to learn more about WinXP instal- 
lation messages; in the next few pages, we'll 
describe a few common messages, translate 
what they say into plain English, and then tell 
you how to solve the condition that caused the 
error. We hope you will see some common 
threads at the heart of many of these error 
messages. Knowing what can go wrong and 
why will give you the knowledge you need to 
prep your system and ensure a smooth, trou- 
ble-free upgrade to Microsoft's best OS. 

INSTALLATION ERROR MESSAGES 

Error Message: "STOP: OxOOOOOOOA 
irql_not_less_or_equal." 

12 • PC Errors 




This error message is triggered when 
you are upgrading your system from 
Windows 98/Me to WinXP. 

Translation: Hmmm . . . This one is not 
very descriptive at all. IRQs (interrupt 
request lines) are the communication chan- 
nels via which your hardware devices com- 
municate with your computer's CPU. When 
a device needs the CPU's attention, it uses an 
interrupt request to let the CPU know that it 
has data that requires handling. So it's rea- 
sonable to suspect this error message indi- 
cates a problem with a hardware device or a 
device driver. 

Solution: According to Microsoft, the root 
cause of this problem is an incompatible hard- 
ware device or device driver. To resolve the 
problem, restart your computer; if the Setup 
program gives you the option to revert to your 
previous OS, take it. When your old OS 
(whether it's Win98 or WinMe) restarts, unin- 
stall any antivirus and boot manager software 
and "clean boot" your computer. A clean boot 
is a simplified boot sequence that prevents 
device drivers, startup programs, and other 
settings from loading at boot time. 



To clean boot in WinMe, click Start and Run 
and type msconfig in the Open textbox. Click 
the General tab and then click the Selective 
Startup checkbox. Under Selective Startup, 
click the checkbox to the left of each item to 
deselect the item. Then, click the Startup tab, 
find the *StateMgr entry in the list, and click its 
checkbox to select it. Click OK to accept your 
changes and click Yes when prompted to 
restart your computer. 

To clean boot in Win98, the steps are fairly 
similar. To launch the System Configuration 
Utility in Win98, click Start, Programs, 
Accessories, System Tools, and System 
Information. Click Tools and then click System 
Configuration Utility to launch the application. 
Click the General tab and deselect every item 
under Selective Startup by clicking each check- 
box. Click OK to accept your changes and then 
click Yes when you are prompted to restart 
your system. 

After the computer clean boots, attempt the 
WinXP installation again. If the error still 
occurs, see the steps below. 

If the WinXP Setup program did not give 
you the option to revert to your previous OS, 



Windows XP (Home & Pro) 



Microsoft advises that you remove every unnec- 
essary piece of hardware from your system. 
This includes any hardware device that you 
absolutely don't need to run the computer, from 
USB (Universal Serial Bus) devices to network 
and sound cards. If the WinXP setup is still 
unsuccessful, try flashing your BIOS (Basic 
Input/Output System) to a new version. 
Consult with your computer's manufacturer to 
figure out how to do this. 

Error Message: When upgrading 
Win98/Me to WinXP, you get one of the 
following messages: 

"Fatal Error: 

Setup Cannot Continue. Please 
Contact Microsoft Technical Support. 
(Error: 3E6h)" 

or 

"WINNT32 this program has per- 
formed an illegal operation. WINNT32 
caused an invalid page fault in module 
KERNEL32.DLL" 

Translation: This message indicates that a 
software application or a device caused the 
Setup program to crash. The second message 
indicates that another application or program 
tried to access the same area of memory 
assigned to KERNEL32.DLL, one of the critical 
Windows DLL (dynamic-link library) files. 

Solution: If you have any of the following 
programs or hardware devices, 

• System Restore Remover Pro by Definition 
Software 

• Intuit Quickbooks 

• Dell Dimension 8100 

• Echo Audio sound card 

Microsoft recommends that you take some 
actions before continuing. Remove both soft- 
ware programs using Add/Remove Programs. 
The System Restore Remover Pro works only 
with WinMe, so you won't be able to use this 
program with WinXP. Intuit's Quickbooks is 
compatible, but Microsoft advises that you 
remove the program, complete the setup 
process, and then reinstall it once WinXP is up 
and running. 

If your Dell Dimension 8100 has a Turtle 
Beach Santa Cruz sound card installed, browse 
to the C:\DELL\DRIVERS\r33637 folder and 
check for two installation files for the sound 
card's drivers, both called Setup.exe. These files 
are found at C:\ DELIADRIVERS \R33637 
\9x\Setup.exe and C:\DELL\DRIVERS 
\R33637\NT\Setup.exe; rename both programs 
to Setup.old. 



If you have any of the Echo Audio sound 
cards we mentioned above, upgrade their 
audio driver to version 6.0 or higher. Go to 
www.echoaudio.com to get the files and 
instructions for installing them. 

If the steps outlined above don't solve 
the problem, perform a clean boot in Win98 
or WinMe as we described above and restart 
the setup process. If Setup still reports the 
error, unplug all peripherals that are not 
required to start your computer and restart the 
setup process. Microsoft even recommends 
that you clean your installation CD-ROM 
before proceeding. 

This issue brings up an important question: 
Should you upgrade to WinXP on top of your 
Win98 or WinMe installation or should you per- 
form a clean upgrade? The short answer is no. 

Error Message: "Fatal Error: An error 
has been encountered that prevents 
setup from continuing. 

One of the components that Windows 
needs to continue setup could not be 
installed. 

Press OK to view the setup log file/' 

Translation: This error message means 
the Setup program is unable to read from 
your WinXP installation CD. 

Solution: If your WinXP installation CD is 
very damaged or scratched, you'll have to get 
a replacement from Microsoft. If you're in the 
United States, call (800) 360-7561 Monday 
through Friday from 5 a.m. to 7 p.m. Pacific to 
order a new CD. If you're in Canada, call (800) 
933-4750 during the same days and hours to 
get a replacement. 

You may be able to resolve this by copy- 
ing the setup files from the CD to a folder 
in your hard drive. If you're installing 
WinXP to a clean hard drive, insert a Win98 
or WinMe startup disk in your computer's 
floppy drive and reboot the computer. At 
the command prompt, type the following 
command: 

xcopy [CD Drive Letter]\i386\*.* 
c:\i386\*.*/s/e 

This command copies all the files in the 
i386 folder of your WinXP installation CD to a 
new i386 folder in your C: drive. The /s and /e 
command switches ensure that you copy all 
directories and subdirectories (even empty 
ones) to the new location. 

Now, type c:\i386\winnt.exe to continue 
the setup process. Winnt.exe is the installation 
file that must be used when you're running 



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gram prompts you to check Microsoft's Web site 
for updated installation files. This is a good option 
to choose and ensures a trouble-free installation. 



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To perform a clean boot, choose Selective 
Startup in the System Configuration Utility's 
General tab and uncheck all the checkboxes to 
minimize the number of files processed and 
loaded by Windows at boot time. 



the Setup program from a startup disk com- 
mand prompt. 

If you're simply upgrading an existing 
Win98/Me installation, click Start and Run, 
type cmd in the Open textbox, and click OK. 
At the command prompt, type the same 
command as above to copy the files. When 
the copy process is complete, type c:\i386 
\winnt32.exe to launch the setup process. The 
reason you use the winnt32.exe file in this situ- 
ation is that you are running the Setup pro- 
gram from within Windows. 

Error Message: When upgrading from 
Win98/Me to WinXP, you get the follow- 
ing message during setup: 

"Setup has disabled the upgrade 
option, could not load the file D:\ 
i386\Win9xupg\W95upg.dll. Setup can- 
not continue, because this version can 
only install as an upgrade/' 



PC Errors • 13 



Windows XP (Home & Pro) 



Translation: As the message implies, this 
issue occurs because the Setup program mis- 
takenly assumes the upgrade option is not 
valid for your software. This occurs in spite of 
the fact that you are eligible for an upgrade 
because you are obviously installing on top of 
an existing Windows installation. 

Solution: There are two solutions to this 
problem that Microsoft suggests. First, clean 
boot your computer and try to run Setup after 
the boot process completes. Please refer to the 
discussion above to find out how to clean boot 
in Win98 or WinMe. 

The other solution is to copy the i386 folder 
from the WinXP installation CD to a folder on 
your hard drive. If you're already in Windows, 
simply use Windows Explorer to browse to the 
i386 folder in your WinXP installation CD, 
right-click the folder, and click Copy. Browse 
to a location on your hard drive, right-click, 
and click Paste. The copy process might take a 
few minutes because you are transferring a 
large amount of data when you do this. 



l.'IIJJ.U.IH'.'JI.I.I.i'.'llll.l.lM.IJJ.Hff^M 


Upgiade Report [££?■ 

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Setup found hardware or software on your computer that might not work 
with Windows XP. You should read and understand this upgrade report 
)efore continuing. For more information, click Full Details. 






O Hardware That Might Need Additional Files 

* VMware j adapters) 






Full Details | Save As... | Print... 
















<Back | Finish | 











After Setup checks your system for compatibility 
issues, it reports its findings to you. Problem 
areas may be easily f ixable by simply updating 
your hardware's drivers. 



Error Message: This one is not a mes- 
sage but a behavior that occurs when 
you upgrade from Win98/Me to 
WinXP. The WinXP Setup program 
freezes during the "Preparing In- 
stallation" step. 



Translation: Again, this is a symptom that 
occurs when performing an upgrade to WinXP 
on top of an existing Windows installation. 
According to Microsoft, the root cause of this 
problem is antivirus software installed with 
your previous version of Windows that is run- 
ning in the background and interfering with 
the setup process. 

Solution: To resolve this issue, exit Setup 
and then disable or uninstall any antivirus 
software in your computer. Once the anti- 
virus software is disabled or uninstalled, 
restart Setup. 

Error Message: After restarting your 
computer when an upgrade to WinXP is 
complete, the following message may 
appear: 

"STOP: OxOOOOOOED (Oxaaaaaaa, 
Oxbbbbbbb, Oxccccccc) UNMOUNTABLE 
_BOOT_VOLUME" 

(NOTE: aaaaaaa, bbbbbbb, and ccccccc rep- 
resent various hexadecimal numbers.) 



Most Common Error Message 



We really can't pinpoint any 
one setup or installation 
error message that occurs with 
greater frequency than others. 
The variety of hardware and 
software configurations out 
there is truly staggering, so 
every situation will be different. 

But there are two common sit- 
uations that crop up time and 
time again behind many of the 
error messages we've exam- 
ined: upgrading to Windows XP 
on top of an existing installation 
and not doing a thorough com- 
patibility check. 

A Clean Upgrade Path 

Upgrading on top of your old 
Windows installation is, at first 
glance, the easiest road to take, 
but this road can turn treacher- 
ous in a hurry. Upgrading on top 
of an old installation means you 
instantly transfer all of the prob- 
lem files and settings associated 
with your previous Windows OS 
(operating system) to your brand 
new OS. In some cases, the 



problems are serious enough to 
derail the WinXP setup process 
itself. 

We recommend you take the 
time to archive your important 
data, reformat your hard drive, 
and perform your WinXP 
upgrade on a clean hard drive. 
Some people think you can't do 
this with an upgrade CD, but 
that is not true at all. If the 
WinXP Setup program does 
not detect a previous Windows 
installation on your hard drive, 
it requests that you insert your 
previous Windows version's 
installation CD into your CD- 
ROM drive. Once the Setup pro- 
gram verifies that you have a 
bona fide WinMe or Win98 
installation CD, the WinXP 
installation continues normally. 

Does Your System Have 
What It Takes? 

If you're going to upgrade 
your system to WinXP, visit 
Microsoft's HCL (Hardware 
Compatibility List) Web site 



(www.microsoft.com/hcl) before 
you upgrade. Make a list of your 
system's hardware devices and 
software applications and look 
for them in this list. If a device or 
application is not listed, go to 
the manufacturer's Web site and 
see if it has updated drivers or 
patches that make the device or 
application compatible with 
WinXP. In some rare cases, you 
may have to upgrade to a new 
version. Performing this simple 
inventory before you attempt an 
upgrade to WinXP may save 
you a lot of time and grief when 
you attempt to install WinXP. It's 
time well spent. 

Another even handier way to 
check your system's compati- 
bility with WinXP before you 
upgrade is to let WinXP's Setup 
program do it for you. When 
you launch WinXP Setup from 
within Windows, you have three 
options in the Setup program's 
initial screen: install WinXP, per- 
form additional tasks, and check 
compatibility. Clicking the arrow 



to the left of the Check System 
Compatibility option launches 
another window where you can 
choose to go to Microsoft's Web 
site and verify your system's 
compatibility yourself or you can 
choose to let Setup automatical- 
ly verify compatibility. Choosing 
the automatic compatibility 
option launches the Microsoft 
Windows Upgrade Advisor, 
which checks your system and 
compiles the findings into a text 
file that's automatically saved to 
C:\WINDOWS\upgrade.txt. 

Please note that while run- 
ning the WinXP Setup program, 
the Windows Upgrade Advisor 
may launch a window prompting 
you to check Microsoft's Web 
site for updated setup files. This 
feature, called Dynamic Update, 
ensures that your Setup pro- 
gram files are the very latest. 
We recommend that you choose 
to let Dynamic Update download 
and install the latest WinXP 
setup files. □ 



14 • PC Errors 



Windows XP (Home & Pro) 



This is another one of those messages 

that points to a possible problem with your WinXP installation CD. 



IJMWMimillMlflMM 



Translation: If you have a UDMA hard 
drive and motherboard controller but are 
using a standard 40-wire connector cable to 
connect the drive to the controller and the 
BIOS is configured for UDMA mode, this 
error will be triggered. This is a complex 
way to say that you're using the wrong cable 
with your UDMA drive and controller. 

Another possible cause of this error mes- 
sage is a damaged file system. If the second 
reported memory address is 0xC0000032, 
the file system is damaged. 

Solution: To resolve the first cause 
behind this error message, replace your 40- 
wire IDE (Integrated Drive Electronics) con- 
nector cable and reset your BIOS settings to 
the default options. 

To resolve the second problem triggering 
the error message, reboot your computer 
using either a startup disk or the WinXP 
Setup CD-ROM. At the Welcome to Setup 
screen, press r to launch the Recovery 
Console and type chkdsk /r to begin repair- 
ing your damaged file system. When the 
process completes, type exit to leave the 
Recovery Console and press ENTER to restart 
the computer. If this doesn't resolve the prob- 
lem, repeat this process but use the fixboot 
command instead. 

Error Message: This is not an error 
message, but a symptom: While you're 
entering the Product Key during Setup 
while upgrading from Win98/Me, Setup 
cycles back to the Welcome to Setup 
screen. 

Translation: This is another one of those 
messages that points to a possible problem 
with your WinXP installation CD. 

Solution: To resolve the problem, copy the 
contents of your installation CD-ROM's i386 
folder to a folder on your C: drive (using the 
xcopy command we discussed earlier) and 
run the Setup program from your hard drive. 
To do this, click Start and Run and type 
c:\i386\winnt32.exe in the Open textbox. 
Click OK to execute the command. 

Error Message: Again, this one is not an 
error message, but a symptom. You've 



just completed the WinXP installation, 
but when you reboot the computer, you 
discover that WinXP assigned pass- 
words to all user accounts. Because you 
don't know the password Windows 
assigned to each account, you can't log 
in to any of them. 



Preparing an Upgrade Report 

computer. 



• ' • . ■...■■■■: 

.; :: ..'..; "I"?;;;; -y. . 4 ■ ■■■■ 

C:\WINDOWS\upgrade.txt 



!-t;/ ., :| ij ; hr .. i.; ; r. ' 



Windows generates an upgrade report, saved in a text 
file called Upgrade.txt and saved to your C:\WIND0WS 
folder. 



Translation: The problem here is the 
Setup program did not complete properly. 
During the Setup operation, Windows as- 
signs temporary passwords to each user 
account; these passwords are stored in a file 
called setupact.log in your Windows instal- 
lation folder. When the Setup program com- 
pletes properly, these temporary passwords 
are cleared, allowing you to set up your 
own password. But if the Setup program 
does not complete properly, the passwords 
are retained. 

Solution: To resolve this problem, find the 
setupact.log file and locate an entry that reads 

"Random password for Username is [pass- 
word]." 

Write down the password exactly as it's 
written and use it to log on to the account. 
How you do this depends on whether you 
configured your file system as FAT32 or NTFS. 

If the file system is FAT32, restart your 
system using a WinMe or Win98 startup disk. 
At the command prompt, type edit c:\ 
windows\setupact.log and follow the instruc- 
tions above to locate the password. 



If the file system is NTFS, configure your 
BIOS settings so the computer boots from the 
CD drive and insert your WinXP installation 
CD into your CD-ROM drive. Restart the 
computer, and at the prompt press any key 
to boot from the CD. Press r at the Welcome 
To Setup screen to launch the Recovery 
Console and then press ENTER when 
prompted for the administrator pass- 
word. At the command prompt, input 
type setupact.log and press ENTER. 
Make a note of the password associated 
with each account. Restart the computer 
and use the retrieved password to log on 
to the user account. 

Error Message: "This program cannot 
be run in DOS Mode/' 

This message appears when you 
attempt to execute Setup.exe from 
within a DOS real-mode command 
prompt. 

Translation: The WinXP Setup.exe exe- 
cutable cannot be run from MS-DOS. 
Solution: If you need to run the instal- 
lation from within MS-DOS, type [CD-ROM 
Dnz;e]:\i386\winnt.exe to start the Setup 
program. 

Error Message: After the WinXP Setup 
program completes the file-copy 
process, the following error message 
appears: 

"Setup cannot set the required 
Windows XP configuration information. 
This indicates an internal setup error. 
Contact your system administrator." 

Translation: This is WinXP's way of 
reporting a hardware incompatibility issue. 

Solution: First, update your system BIOS 
to the latest version. Then, determine if any 
hardware in your system is incompatible 
with WinXP. You can verify this by using 
the Setup program's automatic compati- 
bility check or manually by browsing to 
Microsoft's Hardware Compatibility List 
(www.microsoft.com/hcl) Web catalog. 
Either update the device drivers or remove 
the incompatible hardware from your sys- 
tem. Then restart the Setup program. 



PC Errors • 15 



Windows XP (Home & Pro) 



Most Confusing 
Error Message 



Finding the most confusing error mes- 
sage among so many candidates 
was truly a difficult task. But, we think we 
found a very worthy nominee. The fol- 
lowing error message can occur during 
the WinXP upgrade process: 

"An unexpected error (768) 
occurred at line 5118 in <drive let- 
fen>\xpclient\base\boot\setup\setup 
.c Press any key to continue." 

When you press any key as instruct- 
ed, the following error message appears: 

"A problem has been detected and 
windows has been shutdown to pre- 
vent damage to your computer. 
PROCESS1JNITIALIZATION_FAILED" 

Huh? Again, the Microsoft 
Knowledge Base comes to the rescue. 
The root cause triggering this error 
message is a software program 
(namely Roxio's GoBack) that is 
incompatible with WinXP. To resolve 
the problem, disable GoBack when 
WinXP restarts by pressing the space 
bar at the GoBack boot menu, press- 
ing d to disable and pressing y to 
confirm. Once GoBack is disabled, 
cancel the WinXP setup process and 
uninstall GoBack. □ 



Error Message: When performing an 
upgrade to WinXP from Win98/Me, you 
get any one or more of the following 
error messages: 

"Error: Cannot get main entry point 
for C:WINDOWSSYSTEMVIPERSTI 
.CPL. Error:127 [ERROR=127 (7Fh)]" 

"Error: 

The signature for Windows XP edi- 
tion Setup is invalid. The error code is 
ffffidfO." 

or 

"The system cannot find message text 
for message number OxfffffdfO in the 
message file for Syssetup.dll." 

or 

"Fatal Error: 

Setup failed to install the product cat- 
alogs. This is a fatal error. The setup log 
files should contain more information." 

or 



"Error: 

Warning! Setup failed to remove the 
setup catalog ieexcep.cat" 

or 

"Error: 

Warning! Setup failed to remove the 
setup catalog spl.cat" 

Translation: If the Setup program fails to 
delete all of the files in the C:\WINDOWS\ 
SYSTEM32\CATROOT2 folder (or whatever 
drive letter and Windows folder contain the 
previous Windows version files), these error 
messages may be generated. This is another 
one of the many problems that can occur when 
you attempt to upgrade to WinXP on top of a 
previous Windows version. 

Solution: Rename the C:\WINDOWS\SYS- 
TEM32\CATROOT2 folder to something such 
as catold to prevent WinXP's Setup program 
from locating the folder and halting the instal- 
lation. If you are still in Setup, press SHIFT-F10 
to launch a command prompt from within 
Setup. At the command prompt, type cd\win 
dows\System32 to open the System32 folder 
and then type rename CATROOT2 catold, 
press ENTER, restart the computer, and 
attempt the upgrade again. 

If you cannot reach a command prompt 
from Setup, reboot the computer from a 
Win95, Win98, or WinMe startup disk and 
rename the folder from the command prompt. 
You can also launch a command prompt by 
booting from the WinXP installation CD and 
running the Recovery Console. 

Error Message: During a WinXP instal- 
lation, you get one of the following error 
messages: 

"STOP: 0x0000008e" 

or 

"STOP: 0x00000050 PAGE_FAULT_ 
IN_NON_PAGED_AREA" 

Translation: This error is generated when 
one or more of your system's RAM memory 
modules is faulty. 

Solution: Remove a memory module and 
restart the setup process. If the error reap- 
pears, replace the memory module you just 
removed, remove a different memory mod- 
ule, and restart the setup process again. 
Continue using this procedure until you iso- 
late the specific memory module that is caus- 
ing the error message. 

Keep in mind that WinXP needs at least 
128MB of RAM to run properly. If you have 
128MB or less of total system RAM, this is a 
good opportunity to upgrade your system 



memory to 256MB or 512MB. The more memo- 
ry you have when running WinXP, the better; 
512MB is probably the optimum amount of 
memory youTl need to run WinXP and all 
your other applications efficiently. 

Error Message: During the WinXP 
installation process, you receive one of 
these error messages: 

"Failed to install product catalog/' 

or 

"STOP: 0x0000008E (0x00000005, 
0xBF869F22,0xF9470688,0x00000000)" 

Translation: This error message is a varia- 
tion on the "Cannot get main entry point for 
C:\VINDOWSSYSTEMVIPERSTI.CPL. 
Error:127 [ERROR=127 (7Fh)]" message dis- 
cussed above. Again, if the Setup program fails 
to completely remove the CATROOT2 folder 
in your previous Windows installation, Setup 
will report this error. This error also occurs if 
one of your RAM memory modules is faulty. 

Solution: To resolve the first possibility, 
use the same approach discussed in the 
"Cannot get main entry point for C:WIN- 
DOWSSYSTEMVIPERSTI.CPL. Error:127 
[ERROR=127 (7Fh)]" error message to rename 
the CATROOT2 folder. 

To determine which of your RAM memory 
modules is defective, use the troubleshooting 
approach discussed in the "STOP 0x0000008e" 
message. 

Error Message: When upgrading from 
Windows 98/98SE/WinMe/NT to WinXP 
Professional, the following error mes- 
sage appears: 

"Setup cannot upgrade your current 
installation to Windows XP. Your copy 
of Windows XP does not support up- 
grading from an evaluation copy of 
Windows. Setup cannot continue/' 

Translation: The problem here is your 
WinXP Pro installation CD may only be 
designed to upgrade an OEM (original equip- 
ment manufacturer) version of Windows 2000. 
In other words, you have the wrong type of 
WinXP installation CD for the type of upgrade 
you're trying to do. 

Solution: Contact the OEM or reseller 
where you purchased the CD and obtain a 
valid WinXP Pro upgrade CD-ROM. 

Error Message: "STOP: OxOOOOOOlE 
(0x80000003, 0xBFC0304, 0x0000000, 
0x0000001) 
[bugcheck code] ([1] [2] [3] [4])" 



16 • PC Errors 



Windows XP (Home & Pro) 



Remember, WinXP requires at least JlUu of hard drive 
space, so if you're at the ragged edge of that limit, 
try to make some more room. 



Translation: Microsoft calls this specific 
error message (STOP OxlE) a bug check code, 
which is a programmatic procedure used to 
report an illegal instruction detected by the 
WinXP kernel. The number 1 represents the 
exception code, the number 2 represents the 
memory address where the error occurred, 
and the numbers 3 and 4 represent the para- 
meters and 1 of the exception. 

In plain English, Microsoft uses this error 
code to report programmatic errors caused by 
insufficient hard drive space, a faulty device 
driver, or possibly a BIOS that needs updat- 
ing. If a device driver is the cause behind the 
error message, the name of the device driver 
may be displayed in the error message text. 

Solution: First, try to make more room 
in your hard drive for WinXP. Remember, 
WinXP requires at least 2GB of hard drive 
space, so if you're at the ragged edge of that 
limit, try to make some more room. 

If a faulty device driver is the culprit, upgrade 
the driver to the latest WinXP-compliant version 
if one is available. If a WinXP-compliant version 
of the driver is not available, you may 
have to remove the hardware from 
your system to make WinXP Setup 
work properly. 

Finally, perform a flash upgrade to 
get your system BIOS up-to-date. 
Consult your BIOS documentation to 
learn how to upgrade the BIOS; fol- 
low all instructions provided by your 
BIOS manufacturer to the letter or 
you could wind up with major prob- 
lems if you botch the flash upgrade. 



download the file from Adaptec's Web site at 
www.adaptec.com. 

Error Message: During the WinXP setup 
process, you see the following message: 

"Uninstall Option Not Available 

There is not enough Space to save 
your current operation system. 

Your computer has enough disk space 
for Windows XP, but it does not have 
enough to save your current version of 
Windows for backup. 

The backup image size is [number 
_of_megabytes] 

It is recommended that you cancel 
Setup now, free additional disk space, 
and then restart Setup." 

Translation: This is a surprisingly clear 
Windows error message. When WinXP is 
installed, the Setup program saves a backup 
copy of your previous Windows version to a 
folder in your hard drive. This backup is in 
two files, BACKUP.CAB and BOOT.CAB, 
stored in a folder at C:\Undo. This is done in 



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Up 



Most Unusual 
Error Message 



After sifting through a few error mes- 
sages, we nominated this gem for 
the most unusual error message: 

"Error Message: An unexpected 
error has occurred. (536821760) 
occurred at line 1768 in D:\xpclient 
\base\boot\setup\arcdisp.c" 

This error message gives us absolute- 
ly no clue as to what is causing the prob- 
lem. Fortunately, the Microsoft Knowl- 
edge Base does have an answer: 
What's triggering this error message is 
a problem with our computer's memory, 
specifically a damaged memory module 
or a damaged memory slot (the physical 
area in the motherboard where memory 
modules are inserted. 

We can't understand why Microsoft's 
Windows developers can't simply say 
that a problem exists with one of your 
memory modules. That approach would 
at least point you in the right trouble- 
shooting direction. □ 



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Error Message: 'STOP: 
OxOOOOOOlE KMODE_EXCEP- 
TION_NOT_HANDLED" 

This message also mentions 
the device driver aspi32.sys. 

Translation: This is a specific example of a 
STOP OxlE message; ASPI32.SYS is Adaptec's 
Advanced SCSI Programming Interface, a 
device driver used in CD writers. 

Solution: Upgrade your system's ver- 
sion of ASPI32.SYS to version 4.57 or higher; 



: ■.,.■■':■:" . ': ' : 



1.47 MB gl My Computer 



The folder structure of the Windows XP installation CD features 
folders: DOCS, 1386, SUPPORT, and VALUEADD. 



case your WinXP upgrade is not successful 
and you want to revert to your previous 
Windows version. But in this instance, the 
Setup program reports there is not enough 
space to save this backup copy of your previ- 
ous Windows version. 



Solution: You can do a number of things to 
resolve this situation. First and foremost, we 
certainly recommend that you take advantage 
of the option to back up your current 
OS. You never know what might go 
wrong with your WinXP installa- 
tion, so it's advantageous to have the 
option to go back to your old OS, 
just in case. 

You can cancel the Setup process 
by pressing ESC. After you cancel 
Setup, reboot into your existing OS 
and free up more drive space. If you 
have another partition in your sys- 
tem with sufficient space for this 
backup, choose this partition when 
prompted to back up the existing 
system files by the Setup program. 
four This error is not a show stop- 
per for the Setup program. If you 
choose to simply not do the back- 
up, click Next to continue the Setup proce- 
dure. But, remember that you will not be 
able to uninstall WinXP and revert to your 
previous OS if you choose to do this. H 

by Sixto Ortiz Jr. 



PC Errors • 17 



Windows XP (Home & Pro) 



Windows XP 
Startup & 
Shutdown Errors 



Keep 
Windows 
Running 
Smoothly 

Windows XP, Microsoft's flag- 
ship operating system, is 
widely recognized as the 
company's most reliable consumer OS 
yet. With WinXP, Microsoft eliminat- 
ed the Windows 9x architecture from 
its consumer OSes and adopted the 
technology core of its Windows NT 
and Windows 2000 corporate OSes. 
This strategy considerably beefed up 
reliability and virtually eliminated the 
constant crashes that plagued prod- 
ucts such as Windows 98/Me. 
Windows users hailed the dawn of a 
new era of reliable, crash-free 
Windows computing. 

But in spite of the significant 
improvement to Windows reliability, 
WinXP is not crash-proof. After all, we 
are talking about a program packing 
millions of lines of code that must 
work in a virtually unlimited variety of com- 
puter configurations. And we haven't even 
mentioned the wide variety of computer user 
skills, from raw rookies who can barely turn on 
their PCs to accomplished experts who love to 
tinker with everything in their computers. 
WinXP is much improved, but it does crash 
from time to time. And sometimes crashes 
occur at the worst possible times. 

Startup and shutdown crashes are probably 
the most frustrating for Windows users. Startup 
crashes are especially vexing because you can't 
even get your system going long enough to 
diagnose and solve the problem. Shutdown 
crashes are frustrating also: Just when you think 
you can push away from the computer and go 

18 • PC Errors 




on with your life, a mysterious crash throws a 
monkey wrench into your plans. A 15-minute 
check-your-email-and-log-off session suddenly 
turns into a five-hour troubleshooting ordeal. 

When crashes occur, WinXP usually presents 
you with a message attempting to describe the 
error and, in some cases, telling you what you 
can do to fix it. The only problem is, for those of 
us who aren't programmers or Windows 
experts, most error messages are virtually 
incomprehensible. Instead of making things 
clearer, cryptic error messages only muddy the 
waters. Seeing "Non-system disk or disk error" 
at startup sounds pretty serious, right? 

In the next few pages, we're going to cut 
through WinXP's gobbledygook and take a 



closer look at some common WinXP startup 
and shutdown errors. 

STARTUP ERRORS 



Error Message: "Non-System disk or 
disk error . . . Replace and strike a key 
when ready/' 

Translation: This simply means that 
WinXP is attempting to boot from a disk (be it a 
floppy diskette or one of your hard disks) that 
doesn't contain the system files 
WinXP needs to start. WinXP needs 
access to certain bits of information 
when it starts up. Your hard drive's 
boot sector, a specific location on the 
disk, contains the startup files WinXP 
needs to continue the boot process. If 
WinXP can't find those files, the boot 
process stops cold. 

Solution: This one is either a sim- 
ple mistake or a catastrophe. First, 
check to see if you have a floppy 
diskette in your drive. Nine times out 
of 10, this error is caused when you 
leave a floppy in the disk drive, turn 
off the computer, and then turn it on 
again without taking the diskette out 
of the drive. If the floppy is not a sys- 
tem disk with the required boot files, 
WinXP won't launch. Check the flop- 
py drive, and if there is a diskette in 
it, remove it and press any key on 
your keyboard. Windows should 
now start up normally. 

If a forgotten floppy disk is not the 
cause, then you've got a much bigger 
problem on your hands. Somehow, 
your hard drive's boot sector has 
been damaged or erased. This is typi- 
cally caused by either a boot-sector virus or a 
hard drive failure. Most antivirus programs let 
you create a rescue disk designed specifically 
for those times when a virus renders your com- 
puter unbootable. 

If you created a rescue diskette, insert it into 
your floppy drive, restart the computer, and fol- 
low the antivirus software's instructions to 
clean the boot-sector infection and restore your 
computer. 

If you don't have a rescue diskette, go to a 
friend or co-worker who has one and either use 
his or use his antivirus software to create one, 
even if you use different antivirus programs. 
Right now, your main focus should be on disin- 
fecting and booting your computer. 



Windows XP (Home & Pro) 



If a boot-sector virus is not the cause, the 
hard drive's boot sector, for some reason or 
another, has been damaged. WinXP's Recovery 
Console has two utilities you can use to try to 
repair your boot sector: FIXBOOT or FIXMBR. 
FIXBOOT writes an entirely new boot sector, 
while FIXMBR repairs the MBR (master boot 
record) in the boot sector. 

To run the Recovery Console, boot into 
your WinXP setup CD and press r when 
prompted. To boot into your WinXP installa- 
tion CD, restart the computer and enter your 
Setup (BIOS [Basic Input/Output System]) 
program. Your BIOS should have a menu 
where you can change the sequence of boot 
devices for your computer. By default, your 
computer looks for a bootable disk in your 
floppy drive first, your hard drive second, 
and your CD drive last. Adjust the boot 
sequence in your BIOS so your computer 
searches for a bootable disc in your CD drive 
first (leave the hard drive as the second 
choice), insert your WinXP installation disc 
into your CD drive, and restart the computer. 
Because BIOS programs vary from manufac- 
turer to manufacturer, consult your BIOS' 
documentation to find out how to change the 
boot device sequence. 

To run FIXBOOT, type FIXBOOT [drive] at 
the command prompt, where drive is the drive 
letter for your boot drive (usually G). To run 
FIXMBR, type FIXMBR [device name], where 
device name is the nomenclature the Recovery 
Console's MAP command uses to describe the 
various hardware devices in your computer. 
For example, you might type FIXMBR 
\device\HardDiskO to restore your boot 
record's MBR. If you don't enter a device 
name, FIXMBR repairs the MBR of the default 
system disk. 

Error Message: "STOP: 0xc000026C 
[Unable to load device driver] Driver" or 
"STOP: 0xv0000221 [Unable to load 
device driver] Driver" or "STOP: 
0xv0000221. Bad image check sum, the 
image user32.dll is possibly corrupt. The 
header check sum does not match the 
computed check sum." 

Translation: These errors have two possi- 
ble root causes: As the first two messages 
imply, the errors can be caused by a device dri- 
ver file (*.SYS) that is missing or has been cor- 
rupted. The third message is pretty straightfor- 
ward, also: Again, something's gone awry 
with a file— this time with USER32.DLL. This 
is one of those critical system files containing 



Most Common 
Error Message 



Yes, the most common error message 
found in Computerland is the classic 
"Non-System disk error" message. More 
often than not, this error occurs because 
we leave a floppy disk in the disk drive 
after turning off the computer. When the 
computer is turned on again, it attempts 
to boot from the floppy disk, which more 
than likely does not contain the files 
Windows needs to boot normally. 
We already gave an exhaustive 
overview of this message, including what 
to do when a floppy disk is not the cause 
(besides panic when you don't know 
what the error means). Most of the time, 
the panic is short-lived, and all you have 
to do is remove the floppy from the drive 
and restart your system. □ 



information that WinXP absolutely needs to 
run properly. 

In a nutshell, a DLL (dynamic-link library) 
is a file containing information that another 
program (this time, it is Windows itself) needs 
to run properly. For example, a DLL file may 
contain additional functions that another pro- 
gram's code may call as the program runs. 
Programmers love DLLs because they let them 
simply call functions from within their code 
instead of having to code them from scratch. 
This particular DLL provides functionality 
related to the WinXP API (Application 
Programming Interface). Bottom line is, 
USER32.DLL is very important to WinXP. 

Solution: The solution to this problem is to 
restore the missing or corrupted files to your 



restore the required files. First, how to restore 
the drivers: 

1. Type cd windows\system32\drivers at the 
command prompt to open that directory. 

2. Type ren DRIVER.SYS DRIVER.BAK to 
rename the corrupted copy of the driver (if 
the problem is a corrupted driver; if the dri- 
ver is just missing, skip this step and pro- 
ceed to step 3). 

3. Type copy [CD drive letter]:\i3S6 
DRIVER.SYS to copy a fresh, functional 
copy of the driver from your WinXP instal- 
lation CD to the WINDOWS\SYSTEM32 
\ Drivers directory. 

4. Type exit and then press the ENTER key to 
exit the Recovery Console. 

Second, let's restore USER32.DLL: 

1. Browse to the required directory by typing 
cd [drive /eto]: Windows \system32 at the 
command prompt. 

2. If you have a copy of USER32.DLL in the 
windows \system32 directory that you sus- 
pect is corrupt, type ren USER32.DLL 
USER32.BAK to rename the file. If the file is 
missing, skip to step 3. 

3. Type expand [CD drive letter]:\i3S6 
\USER32.DLL_ [drive letter]:\ windows 
\system32 to copy the new USER32.DLL 
file to your Windows directory. 

Error Message: "The file C:\windows 
\system32\c_1252.nls is missing or 
corrupt/' 

Translation: As WinXP error messages go, 
this is one of the most straightforward. WinXP 
is simply reporting that the strangely named 
file c_1252.nls has gone AWOL. 

Solution: The strategy to solve this prob- 
lem is the same as in the "STOP: 0xc000026C 
[Unable to load device driver] Driver" error: 
Restore a fresh copy of the missing or 



Non-SysteM disk or disk error 
Replace and strike any key when ready 



This seemingly terrifying message is actually quite common, and most of the time, it has a very 
simple solution. 



system. This is done using WinXP's Recovery 
Console. In the solution to the last message, we 
discussed how to access the Recovery Console. 
At the Recovery Console's command 
prompt, type the following commands to 



corrupted file from your WinXP installation 
CD. Again, you must use the Recovery 
Console to do this. Once in the Recovery 
Console's command prompt, type the follow- 
ing commands: 



PC Errors • 19 



WindOWS XP (Home & Pro) 



This problem illustrates a tried-and-true principle of Windows computing: 
When upgrading to a new Windows version, always perform a 



"clean" 



upgrade. 



• cd C:\windows\system32— 

opens the system32 folder in 
C:\Windows; this is the de- 
fault location of the file. 

• ren c_1252.nls c_1252.bak— 
The approach here is to give 
the existing copy of the file an 
extension that disables it by 
preventing WinXP from find- 
ing the corrupted file at startup. If the file 
is missing, this step is not necessary. 

• expand [CD drive letter]:\i3S6 
\USER32.DL_ [drive letter]:\wm 
dows\system32— This copies a pristine 
copy of the file from the WinXP instal- 
lation CD to the WINDOWS/System32 
folder. 

• Do as usual to exit the Recovery Console. 

Error Message: "Devices or applica- 
tions disabled. CD Recording soft- 
ware will cause Windows to become 
unstable. Windows has prevented 
these drivers from loading. Click here 
for more details/' 

Translation: WinXP doesn't get along 
very well with older versions of Easy CD 
Creator software. If you upgraded to WinXP 
and didn't remove your older copy of Easy CD 
Creator software, WinXP detects this incom- 
patible program and lets you know about it 
with the above message. 

Solution: The solution here is to purge 
your system of all traces of the program. This 
problem illustrates a tried-and-true principle 
of Windows computing: When upgrading to a 
new Windows version, always perform a 
"clean" upgrade. In other words, format your 
hard drive to wipe it clean and then upgrade. 

The first step is removing Easy CD Creator. 
Click Start and Control Panel and double-click 
the Add or Remove Programs icon. Locate the 
Easy CD Creator program on the list and click 
Remove. 

The next step is to disable any drivers Easy 
CD Creator copied to your system. Click Start, 
Search, and All Files And Folders. Type 
cdr*.sys in the All Or Part Of The File Name 
box, select your C: drive in the Look In drop- 
down menu, and click Search. If Search finds 




As this error message advises, the key to solving this problem is using 
the Recovery Console to copy a functional version of this file to the 
appropriate directory. 



General SYSTEM.INI WIN. INI BOOT. INI Services Startup 



Startup Item 


Command 


Location 


WMREEIE^^M 


msmsgs 


: : . 


HKCU\SOFT lurrentVer... 









c 



di: 



i: 



Use the Startup tab in Windows XP's System Configuration 
Utility to view the programs that automatically start with 
Windows and, if need be, to prevent unnecessary or trou- 
blesome programs from starting. 



any files called Cdr4_2K.sys or Cdralw2k.sys, 
right-click the file names, click Rename, and 
change each file name to Cd*.old. 

Finally, you must remove any keys in your 
Windows Registry that reference Easy CD 
Creator files. Keep in mind, modifying the 
Registry is dangerous, so tread with care. A 
misstep here and you can easily end up with a 
very sick system. OK, on with our Registry 
surgery: Click Start and Run, type regedit in 
the Open textbox, and click OK. 

In the Registry editor, find the following key 
and click it to highlight it: 

HKEY_LOCAL_MACHINE\SYSTEM\CUR- 
RENTCONTROLSET\CONTROL\CLASS\ 
{4D36E965-E325-11CE-BFC1-08002BE10318} 

If you see a value called UpperFilters on 
the Registry editor's right pane, delete it by 
right-clicking it and clicking Delete. Click Yes 
to confirm. 

Likewise, if you see a LowerFilters value, 
use the same procedure to delete it. 

Now, delete the following Registry keys. To 
delete a key, locate it, right-click, and click 



Delete. Click Yes to confirm the 
deletion: 

HKEY_LOCAL_MACHINE 
\SYSTEM\CURRENTCON 
TROLSET\SERVICES\Cdr4_2K 

HKEY_LOCAL_MACHINE 
\SYSTEM\CURRENTCON 
TROLSETXSERVICES \Cdralw2k 
HKEY_LOCAL_MACHINE 
\SYSTEM\CURRENTCONTROLSET\SER 
VICES \Cdudf 

HKEY.LOC AL.MACHINE \ SYSTEM 
\CURRENTCONTROLSET\SERVICES 
\UdfReadr 



Error Message: "Hpppt.exe unable to 
locate component. This application 
failed because WNASPI32.DLL was 
not found/' 

Translation: The message suggests that 
Hpppt.exe is executed at Windows startup, 
but because it cannot find the auxiliary file 
it needs, the program reports the error mes- 
sage and interrupts the Windows startup 
process. 
Hpppt.exe is HP's parallel port test util- 
ity, a program that verifies whether or not 
your parallel port is set to ECP (Extended 
Capabilities Port) or EPP (Enhanced Parallel 
Port) mode, two parallel-port configurations 
that support bi-directional communications 
between your parallel port and whatever 
device is connected to it. Many devices that 
connect to your parallel port, such as scan- 
ners and printers, require bi-directional com- 
munication to allow a software utility that 
controls the device to get information about 
the status of the printer or scanner. 

Solution: As you might guess, the key is to 
prevent the Hpppt.exe program from launch- 
ing when Windows starts. To do this, remove 
Hpppt.exe from the Startup list of programs by 
clicking Start and Run and typing msconfig in 
the Open textbox. Click OK to launch msconfig 
(the System Configuration Utility) and click 
the Startup tab. Find the HP Parallel Port Test 
checkbox and click it. This clears the checkbox 
and removes Hpppt.exe from the startup list of 
programs. Click Apply and OK and restart 
your computer. 



20 • PC Errors 



Windows XP (Home & Pro) 



Error Message: "Hard disk drive 
failure" 

Translation: This one is self-explanatory: 
WinXP is reporting a problem with your hard 
drive. 

Solution: This is a hardware problem, so 
the solution is to determine whether your hard 
drive is permanently damaged or whether the 
hard drive information in your system's BIOS 
is incorrect. The first step is to reboot the com- 
puter, enter your computer's BIOS Setup pro- 
gram, and verify the settings for your hard 



Most Hilarious 
Error Message 



We searched and searched and 
finally found what we think is the 
most hilarious Windows error message 
we've seen. Of course, you might not 
find this so funny if it's happening to you. 
The message is: 

"Windows could not start because of 
an error in the software" 

Really? And all this time we thought 
Windows crashed just to spite us. The 
guy in charge of error messages must 
have been in a hurry to get home the 
day this one got written because it's 
painfully obvious that very little thought 
went into crafting this pearl of wisdom. 

But seriously, this error occurs when 
Windows XP or Windows 2000 program 
files are missing or corrupted. To correct 
the error, you must perform an in-place 
upgrade using your WinXP installation CD. 

To perform an in-place upgrade, boot 
your computer from your WinXP installa- 
tion CD. At the Welcome To Setup 
screen, press ENTER to enter the WinXP 
Setup program. On the next screen, 
press F8 to accept the Windows licens- 
ing agreement. In the next screen, you 
should only see one WinXP installation 
listed; to repair it, press r. The process 
starts automatically, so follow the instruc- 
tions to complete it and perform the 
required in-place upgrade. All this does is 
reinstall a fresh copy of Windows over 
your existing (and malfunctioning) copy. 
Microsoft's error message might not tell 
you what specific software error is caus- 
ing the problem, but this shotgun 
approach is designed to cure it. □ 



drive. If everything looks OK in the BIOS, you 
may have a damaged hard drive. In this case, 
we hope that you have backed up your data 
because most likely the data on the damaged 
drive may be very difficult, if not impossible, 
to recover. 

Error Message: "Fatal System Error: 
OxOOOOOOaO (0x00000002, 0x00000000, 
0x00000000)" 

Translation: This one is fairly straightfor- 
ward: WinXP reports a serious crash along 
with a memory address. The question is, 
what exactly is this telling you? Reporting 
a hexadecimal memory address without 
further detail is no help at all in deciphering 
this message. 

Solution: According to Microsoft, this error 
occurs if you have a Microsoft Sidewinder 
Gamepad Pro USB device, and you unplug it 
during the boot process. The solution? Simple, 
really. Don't unplug your Gamepad Pro dur- 
ing startup. 

Error Message: "Windows could not 
start because the following file is miss- 
ing or corrupt: \Windows\System32\ 
DriversMsapnp.sys" 

Translation: This is another one of those 
messages that points directly to the culprit. 
ISAPNP.SYS is a device driver WinXP needs to 
function properly. The message is telling you 
this file is either missing or damaged. 

Most WinXP files with a *.SYS extension are 
Windows device drivers that reside in the 
C:\WINDOWS\SYSTEM32\DRIVERSfolder. 
This folder is one of the most important in 
your entire hard drive. If any of these files go 
AWOL or are damaged, WinXP will report 
serious errors and you won't be able to get 
your system started until you restore a func- 
tional device driver. 

Solution: Start the Recovery Console (we've 
already discussed how to start the WinXP 
Recovery Console). If the ISAPNP.SYS file is still 
in your C:\WINDOWS\SYSTEM32\DRIVERS 
folder, the driver is corrupt. Rename the existing 
file and copy a new version from your WinXP 
installation CD. If the file is missing, then all you 
need to do is copy the file from your WinXP CD 
to the C:\WINDOWS\SYSTEM32\DRIVERS 
folder by typing the expand command: expand 
[CD drive Zetter]:\i386\isapnp.sy_ C:\win 
dows\system32\drivers\isapnp.sys. 

Error Message: "STOP: 0x0000009F DRI- 
VER_POWER_STATE_FAILURE" 



Translation: This error can occur when 
you're starting up the computer from a stand- 
by or hibernation state or when you attempt to 
shut down your computer. The message is 
telling you that a device driver in your sys- 
tem—it doesn't specify which one— is not 
behaving properly when WinXP changes 
power states. 

Solution: According to Microsoft, you 
must find out if any device drivers in your 
system are not digitally signed by Microsoft. 
WinXP's developers knew that a huge reason 
for Windows problems in previous versions 
was the use of device drivers that did not 
work well with Windows, especially with its 
power-management features. Many times, 
hardware and software developers did not 
take the time to properly test their device dri- 
vers, resulting in incompatibility problems 
with Windows. 

Microsoft's solution was to digitally sign 
device drivers that were tested and verified to 
work well with Windows. Obviously, not 
every developer is going to have its driver test- 
ed. So, many third-party hardware devices and 
applications have unsigned device drivers. 
These unsigned drivers may be the root cause 
of the specific problem described here. 

To find out which device drivers in your 
system are not digitally signed, run a tool 
called sigverif.exe (File Signature Verification 
utility) by clicking Start and Run and typing 
sigverif.exe in the Open textbox. Click OK to 
launch sigverif.exe. At the sigverif startup win- 
dow, click the Advanced button and click the 
Look For Other Files That Are Not Digitally 
Signed checkbox. Now, click the Browse but- 
ton, go to the C:\WINDOWS\SYSTEM32\DRI 
VERS folder, and click OK. Click OK again to 
return to the initial screen and click Start to 
begin the search. The tool's output is a list of 
device drivers that are not digitally signed. 

Now, the task is to disable each driver one 
by one to verify whether it is the root cause of 
the problem. There are three ways to disable a 
driver. First, right-click My Computer, click 
the Hardware tab, and click the Device 
Manager button. Scroll down the list until you 
encounter the hardware device that the driver 
controls. Right-click the device's entry in the 
list and click Disable. Click OK to accept your 
changes. 

Second, if the driver in question is associat- 
ed with a software application, remove the 
program. Do this by going to Control Panel 
and using Add /Remove Programs to uninstall 
the application. 



PC Errors • 21 



Windows XP (Home & Pro) 



in this case— is missing or damaged. 



Hardware 



The third and final way to disable a driver 
is to browse to the Drivers folder in C:\ 
WINDOWS \System32 and simply rename the 
device driver file. 

Once you disable the driver, try to duplicate 
the error by putting your computer into 
Hibernate or Standby mode and attempting to 
wake the computer from its low-power mode. 
If the computer restarts normally, you've 
isolated the problem; if the error message still 
occurs, youVe got some more wayward-driver 
hunting to do. 

Error Message: "Windows 
cannot find openme.exe" 

Translation: This one is 
straightforward: Windows is 
looking for a file called OPEN- 
ME.EXE that is configured via 
the Registry to start automati- 
cally. 

Solution: OPENME.EXE is 
an executable file containing the 
W32.DSS Trojan horse virus. 
The file is typically attached to 
an unsolicited email; if you 
launch the executable, you infect 
your computer with this Trojan 
horse, and the program also 
adds an entry in your Windows 
Registry. If your antivirus soft- 
ware is working properly, it 
will remove the virus and the 
program from your computer, 
but, in some cases, it won't 
remove the reference to the file 
in your Registry. 

To get rid of the Registry entry 
causing this startup problem, click 
Start and Run and type regedit at 
the Open textbox. In the Registry 

editor, navigate to HKEY_LO- 

CAL_MACHINE\SOFT- 
WARE\MICROSOFT\WINDOWSNT 
\CURRENTVERSION\Winlogon and click the 
Winlogon key to select it. In the Registry edi- 
tor's right pane, find the name Shell and look at 
its Data value. If the Data column contains the 
string "explorer.exe openme.exe," right-click 
Shell, click Modify, and delete the openme.exe 











' * . ' ' ^ ^ ^ ' 








Name In Folder Modified 


File Type 


Version 


A 


3 asapi'A'2 A's\syste... 12/1/2003 


;■<■:: ■ . 


6.0,2.27 


^) gearaspiwd . . . c : \windows\syste . . . 9/ 1 0/2003 


•':■.", ::: ' ! '.. 


1.0,2.10 




J|i] hcmon , sys c: \windows\syste . . . 9/9/2002 


'. • '-,. .: ' .:: 


5,0.2195.1 




3 mxlw2k. sys c : \windows\syste . . . 3/2/2003 


:-;•.,",!-.' • . 


1.0.1.109 




3 pclepci . sys c : \windows\syste . . . 3/ 1 9/2002 


'. ;."■: : ' :: 


1.0.6.5 




^ pf c . sys c : \windows\syste ... 6/1 3/2002 


••.■'•■' • : 


2.5.0.200 




J pqntdrv . sys c : \windows\syste . . . 8/ 1 0/200 1 


'.;>■'= ; ' :: 


None 




3 saimini , sys c : \windows\syste . . . 4/ 1 0/2003 


• •• ' >■■ 


3.2,0.13 




a saintbus . sy s c : \windows\syste . . . 4/ 1 0/2003 


: : , ■ : - <:. 


3.2,0.13 












< 




> 










[ Close J 




Files Found: 228, scanned: 0. 



The Windows Signature Verification utility is 
an excellent tool for determining which device 
drivers are not digitally signed by Microsoft. 




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Solutions, Inc. 



Other Featured Products 



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Check out Microsoft's HCL (Hardware Compatibility List) catalog to see 
which of your installed hardware devices or software programs are 
deemed compatible with Windows XP, especially if you are about to 
upgrade to WinXP. 



part of the string. Restart the computer; the 
issue should now be resolved. 

Error Message: When you complete an 
upgrade to WinXP from Win98 or 
WinMe and Setup restarts your comput- 
er, you get the following message: 



"Windows could not start because the 
following file is missing or corrupt. 
C:\WindowsWsystem32\hal.dll. 
Please re-install a copy of the above 
file." 

Translation: This is another one of those 
messages reporting that a specific file— Hal.dll 
in this case— is missing or damaged. Hal.dll is 
the Windows Hardware Abstrac-tion Layer 
DLL, a set of programming tools that shields 
Windows from having to know intimate 
details about every piece of hardware it con- 
trols. So this DLL is critical to Windows' inter- 
action with device drivers in 
your system. 

Solution: The solution, un- 
fortunately, is to begin the setup 
process all over again. Restart 
the computer, select Cancel 
Windows XP Setup in Windows 
Advanced Options to uninstall 
WinXP, and then run Setup 
again. 

SHUTDOWN ERRORS 

Error Message: "Your sys- 
tem is low on virtual memo- 
ry. Windows is increasing 
the size of your virtual mem- 
ory paging file. During this 
process memory requested 
for some applications may 
be denied/' 

Translation: This message is 
telling you that an unruly appli- 
cation is hogging inordinate 
amounts of virtual memory. 
Virtual memory is space on your 
hard drive that Windows re- 
serves as "pseudo-memory/ 7 

When you're running low on 

system RAM, Windows swaps 
memory usage to a designated region in your 
hard drive. That is why, especially if your sys- 
tem has the minimal memory requirements to 
run WinXP, your hard drive starts to audibly 
thrash when your system memory is used 
up and WinXP has to go to virtual memo- 
ry. According to Microsoft, this problem 



....... ...... ... ,. , , . .. .... ,.. 

■■ v.''. .. •■■-.*■• :■:-:•■' " ; : 



22 • PC Errors 



Windows XP (Home & Pro) 



occurs when Symantec's Norton Personal 
Firewall is installed and configured to run at 
Windows startup. 

Solution: According to Microsoft, the solu- 
tion to this problem is to configure the Norton 
Personal Firewall to start from the Startup 
folder and not from the Registry. To disable 
the application's Registry startup, click 
Start and Run, type msconfig in the Open 
textbox, and click OK. This launches the 



File Action View Help 

m & M \ 



E- 5 Computer 

■■■§ Standard PC 
E-*^ Disk drives 
0-jJ Display 
i+i ^ DVD/CD-ROM drives 
+ _j Floppy disk controllers 

: : ; : ' 

ffi Q IDE ATA/ATAPI controllers 
E%* Keyboards 

: ' ::: . :> : - 

E"^P Network 

- J Ports (COM & LPT) 

: 

Communications Port (COM2) 
Communications Port (COM3) 
Communications Port (COM4) 
Communications Port (COM5) 

: : 

+ J System devices 



If the entry under Computer in Device Manager is Standard PC, your 
computer is not ACPI-compliant or Windows is not reporting this 
information correctly. 



aforementioned System Configuration Utility; 
now click the Startup tab and click the check- 
box to the left of the IAMAPP.EXE entry in the 
Startup Item list to uncheck it. Click OK to 
accept your changes. 

To add IAMAPP.EXE to your Startup folder, 
browse to the Startup folder at C:\DOC- 
UMENTS AND SETTINGSXALL USERS\ 
START MENU\PROGRAMS\StartUp. Click 
File in the folder's window, click New, and click 
Shortcut to launch the Create Shortcut window. 
At this window, click the Browse button and 
navigate to C:\PROGRAM FILESXNORTON 
PERSONAL FIREWALL\Iamapp.exe (if you 
have Norton Internet Security, the path is 
C:\PROGRAM FILESXNORTON INTERNET 
SECURITY\Iamapp.exe). Click OK and click 
Next; type a name for the shortcut and click the 
Finish button to create the shortcut. 

Error Message: "Saving your settings/' 

Translation: This one occurs as WinXP 
becomes nonresponsive during a shutdown. 
The computer hangs, and you are unable to 
restart it. 

Solution: The root cause of this one is that 
a Microsoft IME (Input Method Editor) is 



installed and set up for use at the Welcome 
screen but is not functioning properly. And 
what, you might ask, is an IME? IME is a pro- 
gram in Windows designed to let you enter 
complex, foreign language characters (such as 
Far East languages such as Korean or Chinese) 
using a standard keyboard. 

WinXP already comes with built-in lan- 
guage support for Chinese, Japanese, and 
Korean, so you don't need to down- 
load any of the IMEs to 
work with one of those 
Far East languages in 
WinXP. To set up the 
various multilanguage 
options in WinXP, double- 
click the Regional and 
Language Options icon in 
Control Panel. 

Error Message: Here, 
you can't see the mes- 
sage; instead, you brief- 
ly see a blue screen and 
then Windows auto- 
matically restarts. 

Translation: The rea- 
son Windows is quickly 

restarting when the error 

occurs, without giving 
you enough time to see the error message, is 
that the system is configured to automatically 
restart when a system error occurs. When a 
STOP error occurs, Windows restarts so 
rapidly you have no time to look at the mes- 
sage. This behavior is quite disconcerting 
because you can't get the error message 
information you desperately need to trou- 
bleshoot the problem. 

Solution: Before any troubleshooting effort 
can begin, you need to configure WinXP so it 
won't automatically restart when the error 
occurs. Right-click My Computer, click 
Properties, and click the Advanced tab. Click 
the Settings button in the Startup and 
Recovery option groups and click the Au- 
tomatically Restart checkbox in the System 
Failure option group to clear it. Click OK to 
accept your changes. 

WinXP now displays the error message, and 
you can troubleshoot the problem. 

Error Message: "STOP: OxOOOOOODl, 
(0x0000002b, 0x00000002, 0x00000000, 
OxEEEElbOl) IRQL_NOT_LESS_OR 
.EQUAL Kbdclass.sys" or "STOP: 
0x0000007E (0xc00000005, 0xFC7F1945, 



Most Unusual Error 
Message 

This one is also a tough category 
to award; we went outside the 
Microsoft Knowledge Base and found 
this gem (the message occurs when 
you install Laplink Software's Laplink or 
PCSync software): 

"_INS0432._MP - Entry Point Not 
Found - The procedure entry point 
SUnMapLS_IP_EBP_16 could not be 
located in the dynamic link library KER- 
NEL32.dll" 

Wow! This one is bound to strike fear 
in the hearts of even the hardiest PC 
veterans. Laplink recommends various 
possible remedies for this issue, includ- 
ing updating your video drivers to the lat- 
est version, removing temporary files 
from your computer and attempting the 
installation again, downloading and 
installing the latest Microsoft Java Virtual 
Machine, and finally, ensuring that all the 
latest patches and service packs are 
installed. 

We realize this one isn't related to a 
startup or shutdown, but we simply 
couldn't pass this one up. □ 



0xFC9589B0, 0xFC9586Bo) Kbdclass.sys- 
address Fc7F1945 base at FC7F1000, 
Datestamp 3b7d82f3" 

Translation: These two separate errors 
are very similar, so we will discuss them 
together. As you can see, the device driver 
file Kbdclass.sys is triggering an error; the 
dense hexadecimal nomenclature you see 
here is the memory address affected by the 
error. 

Solution: The problem occurs with 
Logitech equipment, such as a mouse or key- 
board, which uses a driver (kbdclass.sys) that's 
incompatible with WinXP. Specifically, the sec- 
ond message is triggered when you are using 
version 1.5 or earlier of Logitech's iTouch soft- 
ware, used with the company's Cordless 
Freedom keyboards. The first message affects 
computers using Logitech mice with 
Logitech's Mouseware software versions 9.10 
and 9.24. 

The solution is simple: Browse to the 
Logitech Web site and get the very latest 
updates for your device's software. Go to 



PC Errors • 23 



Windows XP (Home & Pro) 



www.logitech.com for instructions on remov- 
ing the old software and upgrading to the lat- 
est version. 

These two error messages illustrate a very 
common WinXP problem that you can easily 
solve by acting proactively before you upgrade 
to WinXP. The first step is to take a look at 
Microsoft's Hardware Compatibility List 
(www.microsoft.com/hcl) and check to see if 
your hardware is included in the list. This list 
is a comprehensive catalog of software and 
hardware tested and approved to work with 
WinXP. At the very least, you should visit the 
manufacturer for every piece of hardware you 
own and make sure they have published 
device drivers written specifically to achieve 
compatibility with WinXP. Doing this prep 
work before upgrading is time well spent and 
will most likely prevent annoying problems 
later on. 

Error message: When you attempt to 
shut down your computer, WinXP 
hangs. After awhile, a dialog box 
launches stating: "Msmsgs.exe not 
responding" or "ActiveMovie not 
responding" 

Translation: According to Microsoft, this 
doesn't occur very often and is caused by an 
intermittent problem (bug) with Windows 
Messenger. 

Solution: To resolve this, upgrade to the 
very latest WinXP Service Pack. 

This simple-to-solve problem illustrates a 
tried-and-true principle in Windows comput- 
ing: Always keep your system up-to-date with 
the latest patches, upgrades, and service packs. 
This keeps your system secure and prevents 
these documented bugs from wreaking havoc 
with your computer. With WinXP's automatic 
update feature, it's very easy to keep your sys- 
tem up-to-date. 

To use WinXP's automatic update feature, 
right-click My Computer, click Properties, 
and then click the Automatic Updates tab. 
You can configure Windows to tell you 
before downloading and installing an update 
or you can configure it to download updates 
automatically and then prompt you before 
installing them. The most automatic setting is 



■JuLWy-^i-tj^ 



General Power Driver Power Management 
C** c USB Root Hub 



a save power. 

'. ivii e i irii !■ ■ utei ) I: ■! si n II y. 



You can set up your USB (Universal Serial 
Bus) hub's power management options in the 
USB Root Hub Properties dialog box's Power 
Management tab. 

the third option: Here, WinXP downloads 
and installs the updates automatically with- 
out any interference from you. We prefer the 
second setting, which lets you review the 
details about an update and, if you choose to 
do so, postpone the install to a later date. 
This is convenient when you're busy working 
and don't have time to install an update and 
restart your computer. 

Error Message: When you attempt to 
shut down your computer, the system 
hangs and displays the following mes- 
sage: "It is now safe to turn off your 
computer" 

Translation: WinXP is reporting a prob- 
lem with your computer's power-manage- 
ment settings. For your computer's APM 
(Advanced Power Management) feature to 
work correctly, the computer must support 
the ACPI (Advanced Configuration and 
Power Interface) standard, and the settings 
must be correct in both WinXP and your sys- 
tem BIOS. 

Solution: First, verify whether your PC is 
ACPI-compliant. To do this, right-click My 
Computer, click Properties, click the Hard- 
ware tab in the System Properties window, 
and click the Device Manager button. Click 



the plus sign (+) to the left of the Computer 
entry on the list to expand the branch. If the 
computer is listed as Advanced Con- 
figuration And Power Interface (ACPI) PC, 
your computer is ACPI-compliant. If the 
computer is listed as Standard PC, then 
either your computer is not ACPI-compliant 
or WinXP is not reporting your computer's 
ACPI status correctly. 

If your computer is ACPI-compliant and 
you are experiencing this issue, restart your 
computer and verify the power-management 
settings in your system BIOS. It's possible 
that this error is caused by a BIOS with incor- 
rectly entered power-management settings. 

(NOTE: The BIOS is a critical part of your sys- 
tem; consult with your PCs manufacturer and 
plan your approach very carefully before messing 
around in here. A misstep could render your com- 
puter unbootable) 

Microsoft advises that if your computer is 
not ACPI-compliant, you may be able to 
resolve this issue by installing the NT 
Apm/Legacy Interface Device. As you did 
before, launch the Device Manager. In the 
Device Manager window, click View and 
click the Show Hidden Devices entry. Click 
the plus sign to the left of the Non-Plug And 
Play Drivers entry in the devices list; 
if Microsoft ACPI Driver is not listed, click 
the plus sign to the left of the NT Apm/ 
Legacy Support entry to expand this branch. 
The NT Apm/Legacy Interface Node en- 
try should have a red X next to it indicating 
that the driver is disabled. Right-click 
the NT Apm/Legacy Interface Node en- 
try and click the Enable Device button. 
Click OK to accept the change, exit the 
Device Manager, and click OK in the 
System Properties window to accept all 
your changes. 

If you expand the Non-Plug And Play 
Drivers' branch in the Devices list and 
Microsoft ACIP Driver is listed, you must dis- 
able this driver before installing the NT Apm/ 
Legacy Interface Device. To disable the ACPI 
driver, right-click its entry in the list, click 
Disable, exit the Device Manager, click OK in 
the System Properties window, and restart 
your computer. 



These two error messages illustrate a very common WinXP problem that you can easily 
solve by acting proactively OBIOFB you upgrade to WinXP. 



24 • PC Errors 



Windows XP (Home & Pro) 



The Selective-Suspend 

allows Windows to turn a device 



feature 



(a USB mouse or keyboard, for example) 

off to conserve power. This Is especially useful In 

notebook computers, 

where conserving battery power Is a primary goal. 



Most Confusing Error Message 


1 A I indows error mes- 
11 V sages are confusing 


Panel is in Category View 


Contact technical 


(Windows XP's default), 


support." 


to begin with, so awarding 


click Performance and 


This is the end of the trail, 


the "Most Confusing Error 


Maintenance and then click 


and if you're like everyone 


Message" crown was a diffi- 


Administrative Tools. 


else out there, everything 


cult task. We selected the 


Double-click the Event 


should now be clear as 


following message because 


Viewer shortcut; in Event 


mud. Microsoft's Knowledge 


it requires you to go on a 


Viewer's right pane, look for 


Base advises that this mes- 


Windows scavenger hunt 


an Error entry with Event ID 


sage is triggered when your 


for information. The fun 


7024. The description for 


computer's name on a net- 


begins during startup when 


this event is The 


work is not unique. Micro- 


Windows displays: 


Messenger Service 


soft's Messenger service 


"At least one service or 


Terminated With Service- 


monitors network messages 


driver failed during system 


Specific Error 2270. Now, 


and uses a set of aliases 


startup. Use Event Viewer 


the task is figuring out 


based on data about net- 


to examine the event log 


exactly what "Error 2270" 


work computers to deter- 


for details." 


is. For this, run a utility 


mine a message's intended 


What could have been a 


called net helpmsg. 


recipient. One of the crite- 


clear, straightforward mes- 


To run net helpmsg, click 


ria for the aliases is a com- 


sage quickly slides into a 


Start and Run and type 


puter's name, so if the 


confusing ordeal. It's logical 


command in the Open 


computer name is not 


to ask why Microsoft can't 


textbox. At the command 


unique, Messenger cannot 


simply report the specific 


prompt, type net helpmsg 


use the alias and the ser- 


service or driver that failed. 


followed by the message 


vice fails to start. 


But, let's follow Microsoft's 


number. In this case, type 


To resolve this problem, 


logic on this one. 


net helpmsg 2270 and 


rename the computer so its 


The next step is to 


press ENTER. The follow- 


name is unique. Right-click 


launch the Event Viewer 


ing message is displayed: 


My Computer, click Prop- 


and see what further infor- 


"The computer name 


erties, click the Computer 


mation is displayed. To 


could not be added as 


Name tab, and click the 


start the Event Viewer, 


a message alias. The 


Change button. Type a 


click Start and Control 


name may already exist 


unique name and click OK. 


Panel and double-click the 


on the network. 


Then click OK again to 


Administrative Tools icon 


EXPLANATION 


accept your changes and 


(this is assuming your 


A software error 


restart your computer. 


Control Panel is in Classic 


occurred. 


Whew ... you still 


view). If your Control 


ACTION 


with us? □ 



Now you have to add the NT Apm/ 
Legacy Interface Device support. Go to 
Control Panel, double-click the Add 
Hardware icon, and click Next to launch the 
Add Hardware wizard. The wizard will auto- 
matically search your system for recently 
added hardware. When the wizard finishes 
searching, click the Yes, I Have Already 
Connected The Hardware radio button and 
click Next. Scroll to the bottom of the 
Installed Hardware list, click the Add A New 
Hardware Device entry to select it, and click 
Next. In the next dialog box, click the Install 
The Hardware That I Manually Select From 
A List (Advanced) radio button and click 
Next. In the Common Hardware Types list 
box, find the NT Apm /Legacy Support entry, 
click to select it, and click the Next button. In 
the next dialog box, click the NT Apm/ 
Legacy Interface Node entry in the Model list 
box (it should be the only one on the list) and 
click Next to install the driver. Click the 
Finish button to complete the process. 

Error Message: No message here, just a 
symptom: After connecting a USB 
device, your computer hangs when you 
try to shut it down. 

Solution: The root cause of this problem is 
the fact that a USB device is configured for 
selective suspend, but the device doesn't sup- 
port it. The Selective-Suspend feature allows 
Windows to turn a device (a USB mouse or 
keyboard, for example) off to conserve power. 
This is especially useful in notebook comput- 
ers, where conserving battery power is a pri- 
mary goal. But for this feature to work, of 
course, the device must support it. 

To resolve the problem, right-click My 
Computer, click Properties, and then click the 
Hardware tab. Click the Device Manager but- 
ton and scroll down the devices list until 
you find the Universal Serial Bus Control- 
lers entry. 

Click the plus sign to the left of the entry 
to expand it, right-click the USB Root Hub 
entry, and click Properties. Click the Power 
Management tab on the USB Root Hub 
Properties window and click the Allow The 
Computer To Turn Off This Device To Save 
Power checkbox to clear it. 

Click OK to accept your changes and then 
exit the Device Manager, [rs] 

by Sixto Ortiz Jr. 



PC Errors • 25 



Windows XP (Home & Pro) 



Windows XP 
Hardware Errors 

Keep Windows & Devices In Sync 



Windows XP is much more competent 
than previous versions of Windows 
at dealing with the wide variety of 
hardware devices it needs to communicate with. 
Even so, there are times when XP hits a stum- 
bling block and calls for help by issuing one of its 
cryptic error messages. Understanding the error 
message and determining which device is caus- 
ing the problem is easier than ever, but resolving 
the problem can still be a very complex process. 

STOP ERRORS 

Error Message: WinXP Generates a 
"STOP: OxAO" Error Message During 
Hibernation 

Translation: If you have an IDE (Integrated 
Drive Electronics) hard drive, it may time out 
during the hibernation process. This is because 
the ATAPI driver does not wait long enough for 
the primary drive to become available. 

Solution: This is resolved in the latest 
service pack for WinXP. Go to www.windows 
update.com and download any service packs 
that are not installed on your computer. 

Error Message: 'STOP: XxXXXXXXDl" 

Translation: When you shut down your 
computer that has one or more USB (Universal 
Serial Bus) devices attached to it, you may 
receive this error message. This problem occurs 
because of bugs in the USB driver software. 

Solution: This problem has been resolved in 
Service Pack 1. Download and install all avail- 
able service packs for WinXP, available at 
www.windowsupdate.com. 

Error Message: "STOP: OxOOOOOOlE 
(0x80000003, 0xBFC0304, 0x0000000, 
0x0000001) [bugcheck code] ([1] [2] [3] [4]" 

Translation: When you run WinXP Setup, 
you may receive an error message similar to 
this one. 

This can show up if you restart your com- 
puter during or after the Windows Setup 
process, if any of these conditions exist: 

26 • PC Errors 



There is insufficient disk space on the drive 
on which you installed Windows. 
There is an outdated or incompatible third- 
party driver (or drivers) installed on your 
computer— a faulty video driver, for example. 
There are system BIOS (Basic Input/Output 
System) incompatibilities. 



the list. If that fixes the problem, get in touch 
with the manufacturer of the component or 
check for an updated driver on their Web site. 
• Upgrade Your System BIOS 

Check with the manufacturer of your com- 
puter or the manufacturer of your computer's 
motherboard for availability and procedures 
for updating the system's BIOS. 

Error Message: "STOP: C0000221 
Unknown Hard Error" or "STOP: 
C0000221 STATUS_IMAGE_CHECK- 
SUM.MISMATCH" 

Translation: These error messages are all 
related. 

STOP: C0000221 unknown hard error 
Path\File_name 

-or- 




Solution: Depending on which of the con- 
ditions exists, use one of these procedures. 

• Free Up Hard Drive Space 

Make sure the drive you are installing 
Windows on has enough free space. You may 
need to delete some files or install to a differ- 
ent drive. 

• Disable or Remove the Third-Party Driver 
If the STOP OxlE error message lists a driver 

by name, disable or remove it by clicking Start, 
My Computer, and then Control Panel. Then 
double-click System, Hardware, and Device 
Manager. From the list, find the item "DVD/CD- 
ROM drive and click the plus sign (+) to expand 



STOP: 0xC0000221 unknown hard error 
C:\Winnt\System32\Ntdll.dll (or another spe- 
cific file or driver) 

-or- 

STOP: 0xC0000221 STATUS_IMAGE_ 
CHECKSUMJVIISMATCH Path\File_name 

You will see one of these if the file named in 
the error message is corrupted. Windows 
always checks a series of files on startup, 
including: 

• All driver files. 

• All DLLs (dynamic-link libraries), including 
User, GDI (Graphics Device Interface), Shell, 
Kernel, Ntdll, Crtdll, etc. 



Windows XP (Home & Pro) 



You may also see this 
if you installed the wrong 
driver for a particular com- 
ponent. 

Solution: To fix this, 
either get a new copy of the 
corrupted file and copy it 
to your system or reinstall 
Windows. If you continue to 
receive any of these error 
messages after you reinstall 
Windows, it's possible you 
may have a hardware or net- 
work problem. 



Either you specified adestinati 

address that is not valid, 
or your remote server is down 



A simple numeric error with a 
long explanation lets you know 
that you aren't connected to 
the network. 



Error Message: A "STOP: 0xc000026C" 
or "STOP: 0xc0000221 Unable to Load 
Device Driver" 

Translation: When WinXP starts up, you 
may get one of the following error messages: 

STOP: 0xc000026C [Unable to load device 
driver] XXXXXXXX 

-or- 

STOP: 0xc0000221 [Unable to load device 
driver] XXXXXXXX 

-or- 

STOP: 0xc0000221. Bad image check sum, 
the image user32.dll is possibly corrupted. The 
header check sum does not match the comput- 
ed check sum. 

XXXXXXXX is the name of the device driver 
file. This may happen if one of these conditions 
exists: 

• A device driver file (.sys) is missing or dam- 
aged. 

• The missing or damaged file is probably the 
driver file that the error message mentions. 

• The User32.dll file may be missing or dam- 
aged. 

Solution: Use the appropriate fix depend- 
ing on the particular problem above: 

• For a Missing or Damaged Driver File 
Use Recovery Console to replace the miss- 
ing or damaged driver file. (See the sidebar 
"Using The Recovery Console/ 1 ) 

At the command prompt, type the following 
command, and then press ENTER: 

cd windows\system32\drivers 

Rename the damaged driver file by typing 
the following command, and then press 
ENTER: 

ren XXXXXXXX.sys XXXXXXXX.bak, where 
XXXXXXXX is the name of the damaged driver 
file. 

To copy the driver from the WinXP CD- 
ROM to the Drivers folder, type the following 
command, and then press ENTER: 



copy D:\i386 XXXXXXXX, 

where D: is the drive letter 
for the drive that contains 
the WinXP Installation CD- 
ROM. 

Type exit, press the 
ENTER key, and then restart 
your computer. 
•For a Missing or Dam- 
aged User32.dll File 
Use Recovery Console to 
replace the corrupted or 
damaged User32.dll file, 
then, if needed, perform an in-place upgrade 
(also called a repair install) of WinXP. To do 
so, follow these steps: 

Insert the WinXP CD-ROM into the CD- 
ROM or DVD-ROM drive and then restart the 
computer. Select any options that are required 
to start the computer from the CD-ROM or 
DVD-ROM drive if you are prompted to do so. 



Type exit, press ENTER, and then restart the 
computer. (NOTE: If WinXP still won't boot, you 
may have to perform an in-place upgrade [also 
called a repair install]). 

Error Message: "STOP: 0x0000009F 
DRIVER_POWER_STATE_FAILURE" 

Translation: This error appears when 
drivers don't handle power state transition 
requests properly, usually during shutting 
down, suspending or resuming from Standby 
mode, or suspending or resuming from 
hibernation. 

Solution: To fix this error, update or 
remove the driver that's causing the problem. 
This error can occur because of a device driver, 
but it can also occur because of a file system 
filter driver such as an antivirus, remote con- 
trol, or backup program. 

To isolate the driver that is causing the 
error, follow these steps: 



Most Unusual Error Message 



Error Message: "THREAD_STUCK_IN_DEVICE_DRIVER" 

Translation: This is a STOP error that pertains 
specifically to an NVIDIA video card. 
The actual message is "STOP: 
OxOOOOOOEA THREAD_STUCK_ 
IN_DEVICE_DRIVER." It shows up if 
you are using the Nv4.sys video driver 
to support the NVIDIA card. Fortun- 
ately, getting an updated driver from 

the NVIDIA site (www.nvidia.com) will extract the string and let your video 
device work properly. □ 




When the "Welcome to Setup" screen ap- 
pears, press R to start Recovery Console. (See 
the sidebar "Using The Recovery Console.") 

At the command prompt, type the following 
command, and then press ENTER: 

cd windows\system32 

To rename the User32.dll file, type the fol- 
lowing command, and then press ENTER: 

ren user32.dll user32.bak 

To expand a new copy of the User32.dll file 
from the WinXP CD-ROM to the System32 
folder, type the following command, and then 
press ENTER: 

expand D:\i386\user32.dl_ c:\windows\ 
system32\user32.dll,where D: is the drive let- 
ter for the drive that contains the WinXP CD- 
ROM, and c:\windows is the drive letter and 
folder where WinXP is installed. 



Check to see if your computer and all the 
installed devices are listed on the HCL 
(Hardware Compatibility List) located at 
www.microsoft.com/hcl. 
Check for with the hardware manufacturer 
for updates that may be available for your 
hardware (updates are usually available on 
the hardware manufacturers' Web sites). 
Update any software that uses filter drivers 
such as antivirus, remote control, and back- 
up software. 

Remove any noncritical devices and soft- 
ware and see if the error appears after they 
are removed. If the error returns, you've 
found your problem. 

Install Windows in a new folder. Add any 
drivers or components one at time, and 
restart the computer after each addition. 



PC Errors • 27 



Windows XP (Home & Pro) 



Microsoft has recommended 

in the past that caching on IDE drives be turned off on pro- 
grams with somewhat critical data stored on the drive or 
for situations that allow a slight drop in overall speed. 



Error Message: 'STOP: XxXXXXXXED 
UNMOUNTABLE_BOOT_VOLUME" 

Translation: When you first restart your 
computer during the upgrade to WinXP or 
when you start WinXP, you may receive this 
error. 

(NOTE: If you receive this error message when 
you restart the computer for the first time during 
an upgrade to WinXP, the original operating sys- 
tem is still functional) 

This can happen if the file system is dam- 
aged and cannot be mounted 

Solution: If the second parameter 
(XXxXXXXXX) of the Stop error is 0xC0000032, 
then the file system is damaged. You will 
need to restart the computer to the Recovery 
Console and then use the chkdsk /r command 
to repair the file system. When that's done, 
check the drive to locate the cause of the file 
system damage. To use the Recovery Console, 
see the sidebar. At the Recovery Console 
command prompt, change to the drive where 
Windows is installed, type chkdsk /r, and then 
press ENTER. At the command prompt, type 
exit and then press ENTER. The computer will 
restart. If this doesn't fix the problem, repeat it 
and use the fixboot command in step 5 instead 
of the chkdsk /r command. 

Error Message: "STOP: XxXXXXXXED" 
(on OEM installations of WinXP) 

Translation: When you use volumes that 
use the NTFS (NT file system) on IDE drives 
with caching enabled, you may receive this 
error message during startup. The normal 
recovery process in such a case is to run the 
chkdsk /r command from Recovery Console 
and then continue. On OEM versions of 
WinXP, the Recovery Console may not be 
accessible. If this fix has not been included in 
the OEM build of WinXP, you may not be able 
to enter Recovery Console and run the chkdsk 
/r command for recovery. Because of the 
write-pattern optimization in IDE drives, the 

28 • PC Errors 



caching routines sometimes write data out of 
order to keep drive write speeds at the fastest 
possible level, depending on where data is 
located on the drive. This opens a timing win- 
dow where the NTFS file system could have 
critical tables damaged if a write is not fin- 
ished. Microsoft has recommended in the past 
that caching on IDE drives be turned off on 
programs with somewhat critical data that is 
stored on the drive or for situations that allow 
a slight drop in overall speed. Programs with 
critical data may need to use SCSI drives, 
which have better control of data transactions. 

Solution: Install the latest service pack(s) 
for WinXP. 

(NOTE: If you are not able to log on to the 
Recovery Console by pressing R when the boot 
screen appears, see error "The Password Is Not 
Valid' for details on installing the Recovery 
Console.) 

DEVICE ERRORS 

Error Message: "Windows cannot start 
this hardware device because its config- 
uration information (in the Registry) is 
incomplete or damaged. (Code 19)" 

Translation: When attempting to enable 
3D, an MSI G4 4200 Ti-TD video card cannot 
see the Display adapter under device manager. 
When trying to add new hardware, the card is 
listed, but it produces this error when clicked. 

Solution: Run WinXP's repair/reinstall on 
top of the installed version. It will rebuild the 
Registry. Then, you will have to reinstall any 
updates /service packs. 

Error Message: "Windows XP does 
not discover Visioneer Paperport One 
Touch scanner. It is not USB but parallel 
only." 

Translation: Visioneer Paperport scanner 
with a parallel interface is not recognized by 
WinXP. 



Using The Recovery 
Console 

The Recovery Console is a software 
tool for restoring various parts of 
Windows XP. It is part of the standard 
distribution CD; however, if your comput- 
er came preloaded with Windows you 
may not have the CD. In that case you 
will need to contact Microsoft to get a 
copy of the Recovery Console files. 

Use Recovery Console to replace the 
missing or damaged driver file. To do so, 
follow these steps: 

Insert the WinXP CD-ROM into the 
CD-ROM or DVD-ROM drive, and then 
restart the computer. Select any options 
that are required to start the computer 
from the CD-ROM or DVD-ROM drive if 
you are prompted to do so. 

When the "Welcome to Setup" screen 
appears, press R to start Recovery 
Console. 

If your computer is configured for 
dual booting or multiple booting, select 
the WinXP installation you want to 
recover. 

When prompted, type the administra- 
tor password, and then press ENTER. 

NOTE: In WinXP Home Edition, the 
administrator password is blank by 
default. You will be presented with a 
command prompt (essentially a blank 
screen). Follow the instructions for the 
particular restoration you need to per- 
form. You'll find the instructions con- 
tained in the solution portion of the error 
message. 

At the command prompt, type the 
required command and then press 
ENTER. □ 



Solution: Review Visioneer's Trade Up 
Offer to address this problem at www. 
visioneer.com/offer. 

(NOTE: This is only a trade-in discount toward 
a new scanner, not a fix.) 

Error Message: Belkin F5U103 
RS232/serial to USB adapter works 
intermittently. 

Translation: Belkin F5U103 RS232/serial 
to USB adapter is not recognized by WinXP 
and is not assigned a serial port. 



Windows XP (Home & Pro) 



Solution: Download a current driver 
from the Belkin Web site at web.belkin 
.com/support. 

If it's necessary to reinstall the drivers, 
unplug the F5U103 and go to System hardware 
and "Remove" it. Then plug the F5U103 back 
in, and when Windows asks for the location of 
the driver, point to the folder where the driver 
file is. If the installation is successful, the 
assigned COM port should show up under 
"Ports: Com and LPT" in the hardware list. 

Error Message: Can't get a Matshita CD- 
RW/DVD ujda740 to work on a Dell 
Latitude 640c. 

Translation: The driver delivered with 
the computer doesn't work with the CD- 
RW/DVD drive properly. 

Solution: Panasonic is the manufacturer of 
the Matshita drive. A simple driver will fix the 
problem; you can download the drivers from 
www.panasonic.com/business/office/sup 
port/downl_drivers_cdr.asp. 

Error Message: Unable to make a game- 
port-to-USB device work in WinXP. 



This pesky message is annoying 
and persistent. 



Translation: The game- 
port-to-USB adapter worked 
with previous operating sys- 
tems but is not recognized 
or installable for WinXP. 

Solution: Microsoft no 
longer supports enhanced 
gameport drivers /software. 
The industry as a whole 
has abandoned gameport 
devices. Gameports were 
largely unreliable at getting 
data through the sound card to the system. For 
this reason, manufacturers now make their 
devices USB, which is far more reliable. It is 
necessary to replace the device with a direct 
USB connection. 

Error Message: WinXP doesn't support 
ATA-133 controller and hard drive. 

Translation: When installing WinXP on 
a new system with an ATA 133 controller, 
occasionally the drives/controller are not 
discovered. 

Solution: ATA 133 hasn't been supported 
since Windows 98. You may need to install the 



Please Insert a Disk into Drive A: 



proper motherboard drivers 
so as to get the built-in IDE 
ATA 133 driver installed or 
install the correct driver if it 
is an add-on ATA 133 card. 
See the manufacturer of the 
motherboard or ATA card. 



Error Message: A 

modem is installed on 

the computer, but the 

network services can't 
make an Internet connection with the 
modem. 

Translation: WinXP's Remote Access 
applet is not functioning. The modem itself is 
working, but the applet doesn't recognize it. 

Solution: Reinstall all WinXP updates, 
starting with SP1. 

Error Message: After upgrading to 
WinXP Pro: When attempting to play a 
DVD that has a readability problem, 
WinXP sets the transfer mode to PIO. 

Translation: PIO (Programmed Input/ 
Output) is only fast enough for CDs. 



Most Common Error Message 



£ C Q TOP" errors contain spe- 

O cific coded information 
that identifies the particular prob- 
lem Windows XP has encoun- 
tered. They cover a wide range of 
problems, but because the mes- 
sages are in code, you will need 
to look up each one in order to 
find out what it's reporting and 
how to resolve the problem. 

Because there are so many 
possible conditions that can trig- 
ger a STOP error, they are fairly 
common. The best way to 
address one when you see it is 
to follow the particular Microsoft 
troubleshooting guide for the 
specific code. 

Here are excerpts from the 
"HOW TO: Troubleshoot "Stop 
Ox0000007B" Errors in WinXP." 
You'll find this guide in the 
Microsoft Knowledge Base as 
Article 324103. Remember that 
code 0x0000007B is only one of 
the possible codes. 



This step-by-step article 
describes how to troubleshoot 
"STOP: 0x0000007B" error mes- 
sages in WinXP. A "STOP: 
0x0000007B" error message may 
appear on a blue screen when 
you start your computer. The error 
message includes the following 
information: STOP: 0x0000007B 
(parameter!, parameter, para- 
meters, parameter^ INACCES- 
SIBLE_BOOT_DEVICE 

Setup has encountered a 
fatal error that prevents it from 
continuing. Setup cannot contin- 
ue. Power down or reboot your 
computer now. 

Use the Last Known Good 
Configuration feature. This may 
resolve the problem if you 
recently installed an incompati- 
ble device driver for your boot 
controller. 

Use the Repair option with 
WinXP Setup. 

Restore a Registry backup. 



You may receive a "STOP: 
0x0000007B" error message if 
your computer is infected with a 
boot-sector virus. 

You may receive a "STOP: 
0x0000007B" error message if a 
device driver that your comput- 
er's boot controller requires is 
not configured to start during the 



Stop 0x0000007B 



startup process or is corrupted 
or if information in the WinXP 
Registry about which device 
drivers load during the startup 
process is corrupted. 

And, from Article 31 5239 in 
the Microsoft Knowledge Base: 
Microsoft Support Policy for 



Hardware That Does Not Appear 
on the Windows HCL 

If the System hive in the 
WinXP Registry is corrupted, 
WinXP may not be able to load 
the miniport device driver that 
the boot controller requires. 

You may receive a "STOP: 
Ox0000007B" error message if 
there is a resource conflict 
between the boot controller and 
another controller, or between 
SCSI devices, or if drive transla- 
tion is not being performed or 
was changed. 

Other potential causes of a 
"STOP: 0x0000007B" error mes- 
sage include: 

The boot volume is corrupted 
and cannot be mounted by 
WinXP. 

You are installing on a mir- 
rored boot partition that was cre- 
ated by Windows NT 4.0. □ 



PC Errors • 29 



Windows XP (Home & Pro) 



When you save or move documents 



or during general 



file-management activities in WinXP, you may intermittently receive 
"Delayed Write Failed" error messages. 



Solution: Go to your device Manager. 
Remove the CD-R drive by following these 
steps: Click Start, My Computer, and then 
Control Panel. Then double-click System, 
Hardware, and Device Manager. From the 
list, find the item DVD/CD-ROM Drive and 
click the plus sign to expand the list. Select 
the CD-R drive (if there is more than one 
item) and right-click it. From the menu that 
appears, click Uninstall. Then, find the item 
in the Device Manager list named IDE 
ATA/ATAPI controllers and click the plus 
sign to expand the list. Select Secondary 
IDE Channel and right-click it. From the 
menu that appears, click Uninstall. Reboot. 
This will allow the device to work; however, 
the condition indicates you are getting 
repeated DMA errors. See info at www 
.microsoft.com/whdc/hwdev/tech/storage 
/ide-dma.mspx. 

Error Message: DVD-R/-RW drive can 
read DVDs but nothing else. 

Translation: The machine tries to read 
from the CDs but fails. It even fails to read its 
own product recovery CDs, so it can't be a 
problem with the CDs themselves. 

Solution: In Control Panel, start Sounds 
and Audio Devices, click the Hardware tab, 
and then make sure that the CD/DVD drive is 
listed, along with Audio Codecs. If these items 
are not listed, use the Add /Remove Hardware 
program in Control Panel to reinstall these 
drivers. Search Microsoft's knowledge base for 
article #314096, How to Troubleshoot CD- 
ROM Drive Problems in WinXP. 

Error Message: After downloading criti- 
cal windows updates to WinXP Pro, the 
sound is not working. 

Translation: If you have a Sony VAIO PC 
and you see this message, it probably means 
you have a problem with a Yamaha audio 
device driver. 

Solution: You need to download the cur- 
rent generic driver from Yamaha or roll back 
your system to the original driver you were 

30 • PC Errors 



using before the download (on a Sony VAIO, 
the driver is "yacxgc.sys"). Click Start, My 
Computer, and then Control Panel. Then click 
System, Hardware, and Device Manager. In 
the Device Manager, find the entry for the 
sound chip. Click it. From the Driver tab, click 
Driver Rollback. 

Error Message: "Data is invalid" 

Translation: When installing the audio 
driver for the VIA Technologies chipset, this 
error message appears. 

Solution: The error is a known issue for 
this PCI card and usually means a Registry 
protection problem. To fix it, click Start, 
then Run, and then type regedit. Locate the 
HKEY_LOCAL_MACHINE\SYSTEM\CON- 
TROLSET001\ENUM\PCI entry. Go through 
all the VEN_XXX entries till you find your 
card. Highlight it, click the right mouse 
button, and highlight Permissions. Then click 
Allow By Full Control, click 
OK, and quit regedit. Reboot. 

Error Message: "De- 
layed Write Failed" 

Translation: When you 
save or move documents or 
during general file-manage- 
ment activities in WinXP, 
you may intermittently 
receive "Delayed Write 
Failed" error messages. 

This issue may be caused if any of the fol- 
lowing conditions exist: 

• The Enable Write Caching On The Disk fea- 
ture for your hard drive is turned on. 

• Your UDMA (Ultra-Direct Memory Access) 
hard-drive controller is configured in either 
of the following ways: 

•You are using a 40-wire connector cable to 
connect the UDMA drive to the controller 
instead of the required 80-wire, 40-pin cable. 
•Your BIOS settings are configured to force 
faster UDMA modes. 

Solution: Make sure that your UDMA 
hard-drive controller is using an 80-wire, 




40-pin cable. Contact your UDMA hard-drive 
controller manufacturer. If the issue is not 
resolved, go to the next step. 

Also make sure that the settings in your 
BIOS are not configured to force faster UDMA 
modes. 

NOTE: Change BIOS settings with caution. 
Read your computer's documentation regarding 
changing any BIOS settings. 

If the issue is not resolved, go to the next 
step. Turn off the Enable Write Caching On 
The Disk feature: 

(NOTE: If you turn off the Enable Write 
Caching On The Disk feature, your hard drive per- 
formance may decrease.) 

• In Windows Explorer, right-click your hard 
disk and click Properties. 

• Click the Hardware tab. 

• Click the hard drive and then click Prop- 
erties. 

• Click the Policies tab. 

• Click to clear the Enable 
Write Caching On The 
Disk checkbox and click 
OK twice. 

• Repeat these for each 
hard disk installed in 
your computer. 



Cached data can be lost if your 
hard drive settings are not correct, 



Error Message: "Video 
decoder error" 

Translation: After you 
install WinXP on a comput- 
er that was previously running Windows 2000, 
everything works except for ASUS Live. The 
error message above appears. 

Solution: Find the solution on the ASUS 
(usa.asus.com/download/multimedia/beta- 
app.htm) download site. Download the driver 
first and then the beta software. WinXP will 
advise you that this version is not XP au- 
thorized. Ignore it and youTl get the correct 
drivers. If that doesn't resolve the problem, 
try this: 

• Remove any third-party drivers you have. 

• Go to www.nvidia.com and download the 
detonator drivers for WinXP. 



Windows XP (Home & Pro) 



Most Hilarious Error Message 




You almost have to laugh when you get an error message like this. As a Hard error and 
also a STOP error, there has to be something very specific going wrong. 

At startup, Windows XP runs through each of the driver 
files, .dll files, and a series of files that are critical to making 
XP work and checks them to see if they're still in proper 
working order. If it finds a problem, you'll get this message. 

If you're lucky, the file causing the error will be named 
in the error message, and you can go right to the Recov- 
ery Console and restore the offending file. But of course, 
there's always the possibility that just replacing the dam- 
aged file won't cure the problem. In that case, simply reinstall Windows. 

Error Message: "STOP: C0000221 Unknown Hard Error" or "STOP: C0000221 STA- 
TUSJMAGE_CHECKSUM_MISMATCH" 

Translation: These error messages are all related. 

STOP: C0000221 unknown hard error 
Path\File_name 

-or- 

STOP: 0xC0000221 unknown hard error 
C:\Winnt\System32\Ntdll.dll (or another specific file or driver) 

-or- 

STOP: 0xC0000221 STATUSJMAGE_CHECKSUM_MISMATCH 
Path\File_name 

You will see one of these if the file named in the error message is corrupted. Windows 
checks a series of files on startup, including: 

• All driver files. 

• All DLLs (dynamic-link libraries), including User, GDI (Graphics Device Interface), Shell, 
Kernel, Ntdll, Crtdll, etc. 

You may also see this if you installed the wrong driver for a particular component. 

Solution: To fix this, either get a new copy of the corrupted file and copy it to your sys- 
tem or reinstall Windows. If you continue to receive any of these error messages after you 
reinstall Windows, you may have a hardware or network problem. □ 



• From the same Web site, download the 
WDM_l.08.exe file. 

• Download the new Asus VCR (asvd200.zip). 

• Install everything and reboot. 

Error Message: "Floppy Disk is Not 
Accessible, Not Formatted, or Not Rec- 
ognized by Windows" 

Translation: When you access a floppy 
disk, you may receive one of the following 
error messages: 

A:\isnotaccessible. 

The device is not ready. 

-or- 

Disk is not formatted. 

The disk in drive A is not formatted. 

Do you want to format it now? 

-or- 

STOP: The disk media is not recognized, it 
may not be formatted. 



The same disk may work correctly with MS- 
DOS or Windows 95 or after you reformat the 
disk with Windows 98 / Me /NT/ 2000 /XP or 
Windows Server 2003. 

YouTl see this on disks that don't contain a 
media-descriptor byte in the BPB (BIOS para- 
meter block) of the boot sector. Some older, 
preformatted floppy disks were not created 
with a media-descriptor byte. Older product 
disks may also not have the media-descrip- 
tor byte. 

The media descriptor indicates the type of 
medium currently in a drive. With MS-DOS 
and Win95, you do not have to set the media- 
descriptor byte. Therefore, this problem does 
not occur with older operating systems. 

Solution: To resolve this problem, simply 
reformat the floppy disk with Win98/Me/ 
NT/2000/XP or Windows Server 2003. Your 
computer should now recognize the floppy. 



Error Message: "Error 692: Hardware 
Failure in the Modem" 

Translation: When you dial a RAS (Re- 
mote Access Services) server in WinXP, you 
may receive this error message as the modem 
starts to initialize. 

This can happen if any of the following con- 
ditions exists: 

• The modem is turned off, unplugged, or 
malfunctioning. 

• If you have an external modem, the serial 
cable is incorrectly wired. 

• If you have an external modem, the serial cable 
is not connected or has open connections. 

• The serial port or multiport adapter on the 
RAS server or client is malfunctioning. 

• The handshaking options for the modem are 
incorrectly configured. 

• The modem is unsupported or the chosen 
emulation may be incorrect. 

• The modem INF files become corrupted or 
the modem driver becomes corrupted. 

Solution: Check these conditions. 

• Reset your modem. Consult the documen- 
tation for information about how to reset 
the modem. 

• If you have an external modem, make sure 
that you are using the correct serial cable. 

• If you have an external modem, make sure 
that the serial cable is connected securely. 

• If you are using a pin adapter to connect 
your external modem to your serial port, 
make sure that the pin adapter is wired 
properly for modem communication. 

• Test the serial port or multiport adapter, 
and replace the adapter if necessary. 

• Make sure that the handshaking options for 
the modem are configured properly. 

• Contact the modem manufacturer to see if 
any setup and initialization information is 
available for your modem. Also, check the 
latest Windows Hardware Compatibility List 
to make sure that your modem is supported. 

• Use Device Manager to remove the modem. 
You can do this in Safe Mode or in normal 
mode. Restart the computer in normal 
mode. WinXP will redetect the modem and 
reinstall the correct drivers. 

Error Message: CD or DVD drive is not 
recognized as installed. 

Translation: After performing a System 
Restore, the CD-RW or DVD+RW drives are 
no longer recognized on the computer. 

Solution: Attach CD/DVD drives to a rib- 
bon cable (different drive controller header on 



PC Errors • 31 



Windows XP (Home & Pro) 



the mother board) that does not connect to the 
hard drive. 

Error Message: Hard disk may become 
corrupted when entering standby or 
hibernation. 

Translation: If your computer has an 
ATAPI hard drive that is larger than 137 giga- 
bytes, you may get one of these problems. 

• The computer may restart instead of resum- 
ing from hibernation. 

• Your hard drive may be corrupted when 
your computer enters standby or hibernation. 

• Your hard drive may be corrupted when 
WinXP writes a memory dump file because 
of a Windows error. 

Solution: Search Microsoft.com for article 
331958 and download the patch shown there. 

BOOT ERRORS 

Error Message: "System Restore cannot 
run until you restart the computer/' 

Translation: When you attempt to run 
System Restore, this error message may 
appear. This can happen if a Wininit.ini file is 
present in the Windows directory. 

Solution: To fix this, restart the computer. If 
the error appears again, search the hard drive 
for the presence of the Wininit.ini file, and then 
rename it. To do so, follow these steps: 

Restart your computer in Safe or DOS Mode. 

Click Start. Point to Search. Click For Files 
or Folders. In the Named box, type wininit.ini. 
In the Look in box, click Local Hard Drives. 

Click Find Now, right-click the Wininit.ini 
file, click Rename, and then type wininit.xxx. 
Click OK. Close the Find Files window, and 
then run System Restore again. 

If that doesn't fix the problem, run the fol- 
lowing command to repair the damaged por- 
tions of your Registry: scanreg /fix 

Error Message: "Please Insert a Disk 
into Drive A:" 

Translation: This message continually 
appears when starting the computer, and you 



may continue to receive the preceding message 
until you insert a disk into the floppy drive or 
until you click Cancel. You'll see this if you 
have selected the Restore previous folder win- 
dows at logon checkbox in Folder Options, 
and you shut down or restart the computer 
when the floppy drive is being viewed, but the 
drive is empty when the desktop appears. 

Solution: To stop this from appearing, exit 
the floppy drive in Windows Explorer before 
you restart the computer, or disable the 
Restore previous folder windows at logon fea- 
ture. To disable this feature, follow these steps: 

Open Windows Explorer. 

In the Tools menu, click Options. 

On the View tab, click to clear the check 
from the the Restore Previous Folder Windows 
At Logon checkbox. 

Error Message: "Services.exe - Applica- 
tion Error. The application failed to ini- 
tialize (0xc0000006)." 

Translation: When the 
computer is started, the 
desktop appears without the 
icons, and a message box 
appears with the title of 
"Services.exe - Application 
Error" and the above error. 

After clicking OK, nothing 
appears on the screen and 
the Desktop is blank. If the 
Services.exe file is renamed 
or removed, the message box 
doesn't appear, but the com- 
puter is still on the Desktop without the icons. 

Solution: Services.exe is an Application 
used only in Windows NT4/2000/XP for 
starting, stopping, and interacting with sys- 
tem services. To resolve the issue, reinstall the 
operating system. 

(NOTE: This is really called an "in-place 
upgrade" and should only have the effect of repair- 
ing the current installation) 

Refer to the link for more details: 

support. microsoft. com/default. aspx?scid 
=kb;en-us;315341 




This Hard Error is really describing 
some software component that is 
either missing or damaged. 



Error Message: How do I make sure that 
my new installation of WinXP Pro rec- 
ognizes my dual Pentiums correctly? 

Translation: When installing WinXP on a 
computer with two processors, how does 
WinXP recognize multiple processors? 

Solution: Windows requests information 
from the computer's BIOS; as long as the BIOS 
of your machine sees them, WinXP should see 
them. Check the BIOS of your computer to 
determine that the processors are correctly 
identified there. 

Error Message: After you install a new 
hardware device or new software, your 
computer may start to restart sponta- 
neously, or you may receive error mes- 
sages on a blue screen. 

Translation: This is usually caused by a 
device driver that doesn't match the version of 
Windows on which it is installed. Or just a 
poorly written driver. 

Solution: Check third- 
party software or drivers. 
Try removing any third- 
party software or drivers 
recently installed or dis- 
abling them so that they do 
not load. Then, restart the 
computer to see whether 
that cures the problem. If 
that cures it, report the 
problem to the manufactur- 
er of the software of driver. 
If you can't restart WinXP 
after you install the software or drivers, use 
one of these methods to restore Windows: 

• Try using the Roll Back Driver feature. 
Search Microsoft.com for article 283657 
HOW TO: Use the Roll Back Driver Feature 
in WinXP 

• Try using the WinXP System Restore fea- 
ture. Search Microsoft.com for article 306084 
HOW TO: Restore the Operating System to 
a Previous State in WinXP. 

• Try using Recovery Console. (See the 
"Using The Recovery Console" sidebar.) 



When you attempt to run o]/SlBITI HBStOtB, this error message may 
appear. This can happen if a WI/IIMl. Ml MB is present in the 
Windows directory 

32 • PC Errors 



Windows XP (Home & Pro) 



Most Confusing Error 
Message 

HUH? There's a problem with my 
disk? 
Disk-reading problems can show up 
almost any time you try to open a file, 
start a program from disc, switch discs 
while using programs that require multi- 
ple discs, or when a program tries to 
read data from some particular area on 
the disc. There is a wide variety of error 




messages indicating problems reading 
the disc or copying specific files. Here 
are some of them, but remember that 
the one you get may or may not be simi- 
lar to one of these. 

Best of luck. 

"application name is not a valid Win32 

application." 

"A device attached to the system is not 

functioning." 

"A required file kernl32.dll was not found." 

"Not enough memory to run this appli- 
cation." 

"Cannot find the file(s) needed to start 

this application." 

"Error Reading From File [Installer 

Error 1305]" 

"Unable to find Setup.exe" 

"CDR-101." 

"Unable to read drive drive letter" 

Insufficient Memory Problems reading 
from a disc may also produce the follow- 
ing symptoms: 

The disc label does not appear in 

Windows Explorer. 

The contents of the disc will not dis- 
play in Windows Explorer. 

When you insert the disk in the drive 

or read a disc, the computer stops 

responding. 

The disc does not eject from the drive. 

Reading from the disc takes an 

exceptionally long time. □ 



If WinXP will not start, youwnmeed 

to create a new OBtllp UISK by downloading the 
appropriate files from the Microsoft site and following the 
included instructions. 



General Compute 



• Try starting MS-DOS: 

If Windows is installed on a partition that 
uses the FAT file system, try starting your 
computer to MS-DOS and then renaming the 
problem software or driver. 

GENERAL ERRORS 



Error Message: "Error 769" 

Translation: Either you specified a desti- 
nation address that is not valid, or your remote 
server is down. This behavior also may occur 
if the network card in your computer is not 
turned on. 

Solution: Turn on (enable) the network 
card and then run the Network Setup Wizard. 
To do this, follow these 
steps: 

• Click Start and then 
click Control Panel. In 
Control Panel, click 
Performance and Main- 
tenance, and then click 
System. In the System 
Properties dialog box, 
click the Hardware tab, 
and then click Device 
Manager. In Device 
Manager, click Net- 
work Adapters. On the 
Action menu, click 
Enable. Quit Device 
Manager. Click Start 
and then click Control 
Panel. In Control Panel, click Network and 
Internet Connections, and then click 
Network Connections. In Network Con- 
nections, click Network Setup Wizard under 
Network Tasks- and then follow the on- 
screen steps. When you complete the steps 



Qnlntii 



::: : : 



are Wizard 



: c; :if; . . :.::■; 



^ 



Hardware Profiles 



^ 



Click Device Manager to access the 
Network Adapters on your machine. 



in the wizard, restart your computer. 

Error Message: "The Password Is Not 
Valid" 



Translation: When you attempt to log on 
to Recovery Console in WinXP by typing the 
correct password for the local Administrator 
account, Recovery Console may display the 
following error message: 

"The password is not valid. Please retype 
the password." 
Type the Administrator password: 
This issue may occur if WinXP was origi- 
nally installed from a Sysprep image or if 
Sysprep 2.0 was run on the computer at one 
time. Sysprep.exe makes changes to the way 
that password keys are stored in the Registry; 
these changes are not compatible with the 
Recovery Console logon routine. 

Attempt to install the Recov- 
_ ery Console by acces- 
sing the Windows SP 
CD-ROM from the com- 
mand prompt and typing 
winnt32 /cmdcons from 
the 1386 folder on the 
WinXP CD-ROM. 

If WinXP will not start, 
you will need to create a 
new Setup Disk by down- 
loading the appropriate 
files from the Microsoft 
site and following the 
included instructions. 
Boot the computer with 
the Startup Disk (the 
Recovery Console will be 
included in them) and log 
into the Recovery Console. 

You are now able to perform Recovery tasks 
as required (see Error Message: STOP: 
XxXXXXXXED [on OEM installations of 
WinXP]). S 

by Scott Koegler 



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if any device. 



Hardware Profiles 



di: 



PC Errors • 33 



Windows XP (Home & Pro) 



Windows XP 

Software-Related 

Errors 

Keep Working Despite Problems 



In Windows XP, there's no 
such thing as an elegant 
crash. A dialog box appears 
suddenly, demanding your atten- 
tion. A cryptic stop message, 
accompanied by a red exclama- 
tion point, interrupts your daily 
routine. Usually the application 
or operating system task you 
were performing comes to a 
screeching halt. 

Thankfully the most common 
crashes— the kind that occurs 
when you were just trying to 
change your video resolution or 
copy a file— are not too detrimen- 
tal. You can sometimes just reboot 
or close the dialog box and get 
back to work. In other instances a 
crash can signal a more serious 
problem with the operating sys- 
tem—one that might take hours to 
resolve or, worse, a long phone 
call to tech support. 

Fortunately Microsoft has pro- 
vided several new diagnostic fea- 
tures in WinXP. One of the most 
important: There's a way to send 
bug reports to Redmond, where 
technicians can track the issue and 
fix any problems that seem to be 
rather widespread. WinXP some- 
times provides clues about what 
went wrong, including an error 
code or message that you can use to address the 
problem right away. Interestingly many of the 
errors in WinXP are brand new problems not 
found in previous 16-bit versions of the operat- 
ing system, such as Windows 98. So, by follow- 
ing the tips and ideas below, you can fix prob- 
lems in WinXP and restore your computer to 
good working order. 

34 • PC Errors 



mJ ! 




Most Serious Errors 



Serious operating system errors are often 
the most frustrating to fix because they often 
involve a recurring system conflict. When you 
see a blue screen with a vague message about 
kernels and page faults, you might be tempted 
to just bring the computer back to the shop 
and start over. Fortunately even the most seri- 



ous errors can be resolved by following some 
specific steps. No conflict occurs randomly just 
to spoil your day; they are usually the result of 
a program you have installed recently, a new 
hardware device you've attached to the com- 
puter, or some other traceable and logical 
cause. The good news is that once an error 
occurs, you can fix the problem, and it proba- 
bly won't occur again. Every problem, at least 
on a computer, has a solution. 

Error Message: "STOP: 0x00000077" or 
"KERNEL_STACK_INPAGE_ERROR" 

Translation: This could be a 
boot sector virus or a corrupted 
WinXP paging file. 

Solution: Reboot your com- 
puter. In some cases when Win- 
dows starts up and runs the 
Autochk program, any bad sec- 
tors will be remapped— problem 
solved. (Just keep an eye on your 
computer, though, to see if 
the error message reappears.) 
Otherwise, if Autochk does not 
fix the problem, your computer 
may have defective or poorly 
seated RAM modules. If you're 
comfortable opening the comput- 
er case, you can reseat the RAM 
modules so that they are firmly 
snapped into position (ground 
yourself properly beforehand). 
Also, double-check all the other 
PCI (Peripheral Component 
Interconnect) and AGP (Ac- 
celerated Graphics Port) cards to 
make sure they are seated prop- 
erly. Run a virus-checking pro- 
gram such as Norton Anti- Virus 
2004 (www.symantec.com) to 
scan for a boot sector virus. 

Error Message: 'STOP: 

OxAO" error message during 

hibernation 
Translation: This problem 

can occur on a notebook if you 
use the Standby option (by selecting Start, 
Turn Off Computer, and Standby), which puts 
the computer to sleep. The CD-ROM driver 
conflicting with the hard drive driver usually 
causes the error. 

Solution: Microsoft fixed this problem with 
the WinXP Service Pack 1, available at 
www.microsoft.com. 



Windows XP (Home & Pro) 



However, if you're not connected to the 
Internet and can't download the service pack 
(and the error keeps causing your notebook to 
crash), you can just avoid the problem by 
adjusting the battery-saving features on your 
computer to never hibernate. That way, even if 
you pause to answer the phone or fix dinner, 
your notebook will never hibernate and crash. 

Error Message: "STOP: OxOOOOOOOA" 
error message when you fast switch 
between users 

Translation: This rare but troublesome 
error can occur if your multimedia keyboard 
uses the Netropa driver and you have 
enabled fast user switching. Typically, when 
you log off your computer (using Start and 
Log Off), all the programs you are running 
will shut down automatically. If you enable 
Fast User Switching in the User Accounts 
control panel, your programs will remain 
active. When you log off, the keyboard driver 
will cause a stop error. 

Solution: You'll need to download and 
install a new keyboard driver, available at 
www.netropa.com/download/mmkbd/down 
load.html 

Error Message: "STOP: 0x0000007B" 
or "0x4,0,0,0" 

Translation: The boot sector of your com- 
puter (the portion of memory that handles 
computer start ups) has become corrupted, 
causing an error on a blue startup screen. 

Solution: Boot sector problems are diffi- 
cult to troubleshoot because they occur before 
WinXP even loads. You won't be able to just 
run a program, edit a WinXP Registry file, or 
remove a device driver. The 0x0000007B error 
usually includes an error code such as 
0x4,0,0,0 that can help a Microsoft tech sup- 
port engineer troubleshoot the problem. 
However, you can perform a few diagnostic 
steps on your own. 

First, try rebooting a second time to see 
whether the stop error reoccurs. Sometimes 
WinXP may run the Autochk program and 
correct a disk error automatically. Second, 
think about whether you have added any new 
hardware devices recently, such as a second 
hard drive or a SCSI (Small Computer System 
Interface) drive. Try removing that drive and 
restarting. Third, you can remove your prima- 
ry hard drive and install it on another comput- 
er. Often a boot sector problem can be resolved 
by using a different computer because the sec- 
ond computer may be using a more recent 



Most Obvious 
Error Message 



Error Message: "Another copy of this 
application is already running" 

Translation: The application you are try- 
ing to start is already running. 

Solution: You can just switch over to 
the application you are trying to start 
instead. This error can also appear if you 
have upgraded from Windows 98 to 
Windows XP, which makes it much less 
obvious and more difficult to fix. You'll 
need to rename some files and reinstall 
some WinXP files, but for most of us, the 
error only appears when you don't notice 
that the program is already running. □ 



~~7 



i J' Search j ^ Logging 



BIOS (Basic Input/ Output System; the soft- 
ware that controls the computer startup proce- 
dure). As a last resort, you can reformat the 
drive to correct a boot sector problem, which 
will require that you reload WinXP. 

Error Message: 'STOP: 0x9F" 

Translation: This error occurs most com- 
monly on notebooks that are frequently 
entering standby mode or resuming from 
hibernation. The problem has to do with the 
power management features on the notebook 
conflicting with a device driver. 

Solution: The quickest solution is to 
remove the driver that is 
causing the problem, but 
finding the guilty party can 
be difficult. Conflicts occur 
with unsigned drivers that 
are not officially sanctioned 
by Microsoft to work with 
power management fea- 
tures (or with WinXP in 
general). You can use the 
Sigverif.exe tool to see 
which unsigned drivers 
might be causing problems. 
(Before you run this pro- 
gram, it's a good idea to close any open appli- 
cations and make a backup of your most 
important data because the computer will 
enter a diagnostic-scanning mode.) 

Click Start and Run and type Sigverif.exe. 
Click the Advanced button. Select the option to 



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The Sigverif.exe tool will help you 
find error-causing drivers. 



Look For Other Files That Are Not Digitally 
Signed . . . and click OK. In the Look In This 
Folder field, type C:\Windows\system32\dri 
vers (substitute C for the drive letter you use). 
Next, on the Logging tab, make sure the Save 
The File Signature Verification Results To A 
Log File option is checked and then click OK. 
Now click Start. Windows will save the 
Sigverif.txt file to C:\Windows, so open that 
file with Notepad to see a listing of all signed 
and unsigned driver listings. 

Use the Device Manager to disable unsigned 
drivers you find, one by one, until the problem 
is fixed. Click Start, Control Panel, and System. 
Select the Hardware tab and click Device 
Manager. Look for the driver you want to dis- 
able. (You may need to use the Show Hidden 
Devices option under the View menu.) Right- 
click the driver and select Disable. You may be 
able to remove the program and any associat- 
ed drivers by using the Add Or Remove 
Programs control panel. 

Another trick: You can just look in the 
WINNT\SYSTEM32\Drivers folder for any 
drivers that may be causing the power man- 
agement problems and rename the file, 
which means WinXP won't load that driver 
after you reboot. 

Use the Sigverif.exe program to look for 
unsigned drivers that may be causing power 
management problems in WinXP. 



Error Message: "STOP: 0xC2" or "STOP: 
0x000000C2" 

Translation: A device driver has caused a 
WinXP kernel error. 
Solution: A device driver has caused a con- 
flict with the kernel in 
WinXP, which is the heart 
of the operating system— 
the most important code 
that is used to run applica- 
tions and manage memory. 
A device driver error is like 
a faulty part on an automo- 
bile: The best way to get 
the operating system run- 
ning again is to remove the 
driver. Unlike the "STOP: 

0x9F" error in WinXP, 

which unsigned drivers can 
cause, a signed or unsigned driver can cause 
the "STOP: 0xC2" error. The best method for 
resolving this problem is to think about any 
new programs you have installed recently or 
new hardware devices that you have attached 
and that have installed a driver automatically. 



[ Browse... 



[ Cancel 



PC Errors • 35 



WindOWS XP (Home & Pro) 



This error can occur when you transfer I3TQ6 TUBS SUCH 3S p II OIO 

3 HO VI 06 OS over a USB connection to your computer. 



Try uninstalling any new programs you've 
added recently (by using the Add Or Remove 
Programs control panel) and unplug any hard- 
ware devices. Reboot your computer. 

Error Message: "OxOOOOOODl" error 
when you turn your computer off 

Translation: A USB (Universal Serial Bus)- 
related error related to the OHCI (Open Host 
Controller Interface) driver, which controls 
USB file size and memory allocations. 

Solution: This error can occur when you 
transfer large files such as photo and videos over 
a USB connection to your computer. WinXP does 
not allocate enough resources for the large file 
transfers. To prevent this error from occurring, 
you'll need to download the WinXP Service Pack 
1 at www.microsoft.com/windowsxp/pro 
/downloads/servicepacks/spl/default.asp 

Error Message: "0xc000026C" or "STOP: 
0xc0000221 Unable to Load Device 
Driver" error occurs when you start 
WinXP 

Translation: This error occurs during the 
WinXP startup process if a critical system dri- 
ver is missing or damaged or if the file 
User32.dll is missing or damaged. 

Solution: WinXP is not too forgiving if you 
happen to delete a .SYS file in your WIN- 
DOWS \ System directory. One missing file and 
the operating system will fail during startup. 
There's only one solution: You'll need to run 
the Recovery Console and replace the missing 
or damaged file; otherwise, you'll have to rein- 
stall WinXP altogether. Fortunately the error 
message contains the driver file name, so fix- 
ing the error is relatively easy. 

To run the Recovery Console, first insert the 
WinXP disc in your CD-ROM drive and then 
reboot. Newer computers typically include a 
startup option to boot from the CD; otherwise, 
you'll need to enter your BIOS (usually by 
pressing the DELETE key) and change the boot 
sequence so that your computer boots from 
CD. Save the BIOS, and your computer will 
continue the startup process. 

When you see the Welcome To Windows 
screen, press r to use the Recovery Console. In 
the instructions below, drivername is the name 



of the file listed in the error message. (After 
each command, press ENTER.) 

Type in your login information. Then, at the 
command prompt, type: 

cd windows\system32\ drivers 

Then, type: 

ren drivername.sys drivernamebdk 

Finally, type: 

copy cd-rom: \i386 drivername 

The Recovery Console will reboot the com- 
puter. If the user32.dll file caused the problem, 



Most Annoying 
Error Message 



Error Message: "System Has Recov- 
ered from a Serious Error" message 
after every restart 

Translation: Windows XP error report- 
ing sometimes gets stuck in memory and 
won't refresh, so the error will appear 
each time you restart. 

Solution: This is an annoying error mes- 
sage because, even if you fix the prob- 
lem, WinXP will still prompt you to send 
the error to Microsoft after every reboot. 
It's one of those errors that some of us 
just live with, even to the point where we 
expect to get the error after a reboot and 
just click Don't Send each time. How- 
ever, you can correct the problem. Click 
Start and My Computer, and then right- 
click and select Properties. Select the 
Advanced tab and click Settings in the 
Performance area. In the Virtual Memory 
area, click Change. Under Paging File 
Size For Selected Drive, click No Paging 
File and click set. You'll see two warn- 
ings; just click Yes on both of them and 
then select the System Managed Size 
option. Close out of all the dialog boxes 
and reboot. □ 



you need to type these commands into the 
Recovery Console instead and then reboot: 

cd windows\system32 

ren user32.dll user32.bak 

expand cd-rom:\i386\user32.dl_ c:\win 
doztfs\system32\user32.dll 

If replacing the files still doesn't work, 
you'll need to do a repair install of WinXP, 
which is an option listed at the Welcome 
screen when you boot from the CD. Note 
that a repair install won't delete your docu- 
ments and important files, but you will 
lose all your Windows settings, Internet 
favorites, and other operating-system-re- 
lated files. 

Error Message: "0x0000008E" error on a 
blue screen in WinXP 

Translation: This rare (and random) error 
can occur when a program references an incor- 
rect memory address, causing your computer 
to crash. 

Solution: Microsoft has released a hotfix, 
which you can install and run to fix the prob- 
lem. You'll need to call Microsoft technical 
support to obtain the hotfix, however. It's not 
available online (at least, not yet). If you only 
see the error occasionally, you might consider 
waiting for another service pack release for 
WinXP, although living with the error is prob- 
ably counter-productive. For support options 
visit support.microsoft.com. 

The good news is that if the tech support 
engineer determines that you do need the hot- 
fix, you won't be charged for the call. 

Error Message: "STOP: OxOOOOOOle" 

Translation: You're using an older version 
of the Aspi32.sys CD-ROM driver. 

Solution: You'll need to download the lat- 
est driver from Adaptec (www.adaptec.com). 
Go to the site, look for the Support area, and 
then click Downloads. Download the latest 
version and install the new driver. 

Error Message: "WinXP could not start 
because the following file is missing 
or corrupt: \WINDOWS\SYSTEM32\ 
CONFIGXSYSTEM" 



36 • PC Errors 



Windows XP (Home & Pro) 



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Cleaning a specific file from your Registry can help solve Bluetooth errors. 



Translation: Your WinXP Registry is cor- 
rupted and requires restoration. 

Solution: This is one of the most serious 
errors you're likely to encounter in WinXP, and 



Most Frustrating 
Error Message 



Error Message: "Computer Con- 
figuration\Windows Settings\Local 

Policies\SecurityOptions\Shutdown: 
Clear virtual memory pagefile." 

Translation: The secpol.msc and 
sceregvl.inf localization files are corrupt. 

Solution: For anyone who uses foreign 
language localizations of WinXP, you 
know that errors can occur that are diffi- 
cult to understand and troubleshoot, 
especially if the translations are wrong. 
For example, when the French location 
files cause security problems and virtual 
memory paging file errors, the message 
"Arret: Creer un fichier d' echange de 
memoire virtuelle" will appear. If you 
know French, you know that the error is 
meaningless. Worse, there is no fix for 
the error because Microsoft is still 
addressing the problem. So: frustrating, 
translated incorrectly, and not fixable! □ 



the solution involves four specific steps. You'll 
need to copy new files from the WinXP setup 
disc, reinstall GUID (globally unique identifier) 
files, delete critical system files that are causing 
problems, and use the RestorePoint feature in 
WinXP. Although the fix may seem complicat- 
ed, it's clear and straightforward. 

You can access the complete solution at 
Microsoft's Knowledge Base; look up article 
number 307545. 

However, because you will be replacing sys- 
tem files, there's always a possibility that your 
system could become even more unstable, that 
you could replace the wrong file and have to 
start over, or that one of your previous 
RestorePoint files is also corrupt. If you have a 
backup of your most important files and don't 
mind losing your WinXP settings (for example, 
Internet Favorites, desktop wallpapers, etc.), 
then a faster and easier solution— one that will 
eliminate any problems once and for all— is to 
reformat your hard drive and reinstall WinXP 
from scratch. 

Error Message: "RUNDLL Error loading 
irprops.cpl" error when you start WinXP 

Translation: A Bluetooth Authentication 
Agent DLL file is missing or you have un- 
installed the Bluetooth Authentication Agent, 
but a Bluetooth-related entry still exists in the 
WinXP Registry. 

Solution: Bluetooth is the short-range wire- 
less standard for connecting handheld devices 
and phones to your computer so you can 



Most Common 
Error Message 



Error Message: "Missing shortcut" 

Translation: You have tried to start a 
program using a shortcut that is no 
longer valid. 

Solution: This common error occurs 
because Windows XP doesn't automati- 
cally change shortcuts if you move a 
program file to a new location (for exam- 
ple, if you decide to run a card game 
program from the root of your C: drive 
instead of the Program Files folder). The 
solution: Right-click the shortcut. Click in 
the Target field and change the path to 
the correct EXE application. As an 
option, you can let WinXP attempt to 
find the missing application. This can 
take some time, so it's usually easier to 
just click the Browse button (in the 
Missing Shortcut dialog box) and look in 
your Programs Files folder for the cor- 
rect application. □ 



transfer files back and forth. To solve the prob- 
lem, remove the Bluetooth Authentication 
Agent using the Add Or Remove Programs 
control panel. Sometimes when you remove 
Bluetooth, the Registry entries still attempt to 
control authentication between the device and 
your computer. To remove the Registry entry, 
click Start and Run, type regedit, and click OK. 
Look for the following Registry entry: 
HKEY_LOCAL_MACHINE\SOFTWARE\MI- 
CROSOFT\WINDOWS\CURRENTVER- 
SIONXRun. 

Right-click BluetoothAuthenticationAgent 
and click Delete. Close Registry Editor and 
restart your computer. 

Use the WinXP Registry program as a last 
resort to troubleshooting the most arcane 
error messages. 

Error Message: "8E STOP" error on a 
blue screen 

Translation: When you transfer a file to a 
USB device, the Usbser.sys driver generates an 
error on a blue screen. Usually the file is 
shown with the error, although you may just 
see the stop error and not the name of the 
offending driver. 



PC Errors • 37 



Windows XP (Home & Pro) 



Outdated applications 



such as CD -backup software and programs 



designed to run on the previous 16-bit versions of Windows can cause frequent error 
messages, usually when they access memory incorrectly. 



Solution: You'll need to call and request a 
hotfix for this problem. To contact Microsoft 
go to support.microsoft.com. 

Most likely, because this is an operating sys- 
tem problem, you won't be charged for the 
tech support call. Another option: Try reboot- 
ing, copying the file to your USB device again, 
and seeing if the error reoccurs. 

Error Message: "STOP: 0x00000073 
(0x00000001, 0xc000017d, 0x00000002, 
0xfc96fcc0) CONFIG_LIST_F AILED" 

Translation: WinXP is unable to access a 
core system file. 

Solution: One of the more common stop 
errors in WinXP, this problem occurs when 
you have run low on either disk space or 
system memory (or both). If you are running 
low on disk space, reboot your computer 
and delete files that you don't need any- 
more. You can do a search (Start and Search) 
to look for large files that you may have for- 
gotten about, such as game files and large 
photos. Under Search, click All Files And 
Folders, click the What Size Is It? arrow, and 
then select Large (More Than 1 MB). Click 
Search and view the list by size by clicking 
the Size tab. Look through the largest files 
and delete the ones that are taking up un- 
necessary space. 

If system memory ran low and caused the 
error, you can usually solve the problem just 
by rebooting and running fewer programs at 
the same time. Upgrading your RAM is only 
important if you tend to multitask several 
applications at the same time. 

Error Message: "STOP: 0xc0000218 
(0xella30e8, 0x00000000, 0x000000000, 
0x00000000) UNKNOWN_HARD_ 
ERROR" or "STOP: 0xc0000218 {Re- 
gistry File Failure} The Registry cannot 
load the hive (file)." 

Translation: This occurs due to a corrupt- 
ed Registry, corrupted hard drive, a driver 
that is damaged and is attempting to load 
into system memory, or if the RAM on your 

38 • PC Errors 



computer is damaged and causing problems 
with the Registry. 

Solution: There are several troubleshooting 
options available, each one intended to 
address one of the four possible causes. You 



Most Confusing 
Error Message 



Error Message: "Load needed DLLs for 
Kernel" 

Translation: Important Windows XP 
program files are missing or damaged. 

Solution: This error is confusing for 
several reasons. First, many users may 
not understand that the kernel is the 
main program file in WinXP, the heart of 
the operating system. Second, the term 
"load needed DLLs" is just ambiguous 
enough that you might not know how 
serious the error really is. Unfortunately, 
this problem cannot be corrected by just 
rebuilding the system Registry or restor- 
ing files from the WinXP installation CD. 
You'll need to perform an "in-place 
install" of the operating system, which 
will destroy most of your settings such 
as Internet Favorites and all of your 
applications. The good news: An in- 
place install will usually not overwrite 
files in your My Documents folder and 
will keep other files located in other 
directories (as long as they are not 
operating-system-related). To perform 
an in-place upgrade, you'll need to boot 
from the WinXP CD, which might require 
that you enter the BIOS (Basic Input/ 
Output System) of your computer and 
enable the Boot From CD option. Then, 
when the install starts up, select the 
Install WinXP option and follow the 
remaining instructions. □ 



should first try rebooting the computer and 
see if the Load Last Known Good Con- 
figuration option appears. Sometimes, by 
using this option, you can load a previous ver- 
sion of the Registry that is not corrupted. The 
next step involves using the WinXP Recovery 
Console program to rebuild the system 
Registry, a complicated process described 
online at Microsoft's Knowledge Base in arti- 
cle number 307654. 

The other options are much more drastic: 
reformatting your hard drive completely and 
reinstalling WinXP and replacing the RAM on 
your computer. One of the problems with solv- 
ing this error is that, if the problem is RAM- 
related, you could replace the hard drive and 
still experience problems (and vice versa). Our 
advice is to consult a computer repair techni- 
cian or call Microsoft tech support engineers 
who can further diagnose the problem and 
suggest the best course of action. 

Application Errors 

Not every program runs perfectly on 
WinXP. However, application errors are gen- 
erally easier to diagnose than an operating 
system error. The worst-case scenario is that 
you will have to remove the application and 
try something that works better in WinXP. 
Outdated applications such as CD-backup 
software and programs designed to run on 
the previous 16-bit versions of Windows can 
cause frequent error messages, usually when 
they access memory incorrectly. WinXP han- 
dles most applications errors gracefully, pro- 
viding a message and shutting down the 
program. WinXP itself usually remains quite 
stable after an application error (which was 
not true in previous iterations of the operat- 
ing system). The best rule of thumb is that, if 
the program is outdated, you can usually 
obtain an updated release by going to the 
company Web site and downloading and 
then installing the upgrade. 

Error Message: "This Application 
Requires the Windows Installer to Run" 



Windows XP (Home & Pro) 



Most Hilarious 
Error Message 



Error Message: "STOP: C0000218 
{Registry File Failure} The Registry can- 
not load the hive (file): \SystemRoot\ 
System32\Config\SOFTWARE or its log 
or alternate" 

Translation: You are attempting to 
install Windows XP on a corrupted or 
outdated hard drive. 

Solution: This message may cause a 
few chuckles when you consider that 
Microsoft uses the word "hive" in refer- 
ence to the core operating system files. 
It's funny, considering that WinXP can 
seem like a beehive of files at times (es- 
pecially if you start exploring the Regis- 
try). It's hilarious, when you start thinking 
about how there may be a few "Star 
Trek" fans at Microsoft. In the series, the 
Borg "hive" is the central core of the alien 
race. And, incidentally, the solution to this 
problem is not as earth-shattering as you 
might think: If you are attempting to in- 
stall Windows on a corrupted or outdated 
hard drive, it's an error message that's 
quite helpful. Even if you could install 
WinXP, crashes would undoubtedly 
occur. Better to just use a new hard 
drive or reformat the drive entirely. □ 



Translation: The application was loaded 
incorrectly on your computer, is located on a 
network drive that is not available, or needs to 
be reconfigured. 

Solution: Usually, the best course of 
action is to reinstall the application from the 
source CD, making sure that you install to a 
local drive. If the application was installed 
originally to use a network drive, you'll need 
to make sure you have access to that drive. 
Click Start and My Network Places to see 
which network drives are available. (In an 
office environment, you might call the net- 
work administrator to see if a network drive 
is not accessible.) In some cases you can 
search for the actual program file and dou- 
ble-click the executable file to get the applica- 
tion to run. Click Start and Search and type 
the name of the program file (for exam- 
ple, Excel.exe). Then, when you find the 



program, double-click on it to see if the pro- 
gram will run. 

Error Message: 01e32.dll may cause an 
error message in WinXP 

Translation: An outdated version of MSN 
Messenger has caused a memory leak. 

Solution: This error sometimes includes 
another message: "Msmsgs.exe has encoun- 
tered a problem and needs to close. We are 
sorry for the inconvenience." The fix is to visit 
messenger.msn.com and download the latest 
version of the instant-messaging client. 

Error Message: "CD Recording Soft- 
ware Will Cause Windows to Become 
Unstable" error when you start Win- 
dows 

Translation: You are using an outdated 
version of Easy CD Creator (www.roxio.com). 

Solution: You'll need to remove the 
Registry entries for Easy CD Creator. Contact 
Roxio technical support at www.roxio.com 
/en/support/index.jhtml. However, you may 
be able to resolve the problem by upgrading to 
the latest version of Easy Media Creator 7. 

Error Message: Explorer.exe may gener- 
ate an application error when you close 
a folder 

Translation: Internet Ex- 
plorer causes WinXP to freeze 
when you open or close folders. 

Solution: You may not use 
IE for any other task than 
browsing the Web, but it's also 
useful for browsing your own 
files and folders. Unfortunately 
this random error was a prob- 
lem with the Service Pack 1 
release. No error message 



Translation: This error appears when you 
attempt to install a program designed to run 
on older versions of Windows on the new 64- 
bit version of the operating system. 

Solution: You won't be able to install or 
run 16-bit applications on the new 64-bit ver- 
sion of WinXP. The solution is to obtain a 32- 
bit or 64-bit version of the program you are 
trying to install. In some cases you can obtain a 
32-bit installer for the application and then still 
run the older application, even in 16-bit mode. 

System Maintenance Errors 

File and system maintenance errors seem 
to fall into two categories: routine errors 
with a straightforward solution and more 
complex errors that may be a symptom of a 
more critical problem. In most cases a system 
maintenance error occurs because you have 
moved files and folders around so much and 
because you have installed so many pro- 
grams that Windows is having difficulty 
keeping track of all the changes and addi- 
tions. One routine maintenance task that 
may help prevent problems: run the Disk 
Defragmenter tool. Click Start, All Programs, 
Accessories, System Tools, and Disk 
Defragmenter. The program will perform a 
disk analysis and then suggest whether you 
should run defrag. Just follow the advice of 



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appears on-screen; your com- 
puter will just stop responding. 
The solution is to download a 
new file (Duser.dll) for WinXP 
that fixes the problem at 
www.microsoft.com/down 
loads/ details, aspx? display 
lang=en&FamilyID=49E589AE-2F93-48DC- 
A39A-C9D98DADA7A5. 

Another option: If you have Service Pack 1 
installed, you can safely browse files by using 
the My Computer icon on your Desktop. 

Error Message: "Install.exe is not a valid 
Win32 application" or "Setup.exe is not 
a valid Win32 application/' 



Analyze Defragment View Report 



Fragmented file s files e : ■ s ee space 



Use the Disk Defragmenter as a part of your maintainance 
routine to help stop errors before they start. 



the program to decide if your disk needs to 
be defragged or not. Run this utility about 
once per month, or more often if you are 
constantly adding and deleting files, folders, 
and programs. 

Run the Disk Defragmenter program in 
WinXP to make sure the operating system 
doesn't become clogged trying to manage your 
files and programs. 



PC Errors • 39 



Windows XP (Home & Pro) 



IVIBniOry BrrOrS OCCUr when your computer runs low on disk space, 

you open too many applications at once, 
or when the RAM in your computer becomes corrupted. 



Error Message: Unable to start programs 
with an .EXE extension 

Translation: A virus has infected your 
computer. 

Solution: Many of the most destructive 
viruses will cause EXE problems. You'll need 
to install and run a virus protection pro- 
gram, such as Symantec's Norton Anti- Virus 
2004 (www.symantec.com). Many of the 
most powerful antivirus programs also 
include virus-prevention tools that scan 
incoming email and can watch for boot sec- 
tor viruses. 

Error Message: "The Target can not 
handle this type of document" error 
appears when you try to copy a file in 
WinXPSPl 

Translation: This is an operating system 
bug. 

Solution: This error occurs when you right- 
click a file and use the Send To command to 
copy a file that is not housed in the My 
Documents folder to some other location, such 
as a network drive. The solution is to use the 
Send To command from the Desktop. The bug 
is also quite innocuous: although you will see 
the error, the file actually copies over correctly. 
Microsoft will address the bug in the next ser- 
vice pack update. 

Error Message: "Delayed Write Failed" 
error when you manage files in WinXP 

Translation: You have selected the Enable 
Write Caching On The Disk option in your 
computer's BIOS or you have used a 40-wire 
cable to connect a UDMA (Ultra-Direct 
Memory Access) hard drive to your IDE 
(Integrated Drive Electronics) controller 
instead of an 80-wire, 40-pin cable. 

Solution: You should replace the 40-wire 
UDMA cable with the 80-wire, 40-pin cable (or 
bring the computer to a service shop to per- 
form the replacement). If that doesn't solve the 
problem, you should enter the BIOS (usually 
by pressing the DELETE key as the computer 
starts up) and disable the write-caching option. 

40 • PC Errors 



Using the BIOS on your computer incorrectly 
can cause new (and harder to diagnose) prob- 
lems, so you should consult the manual that 
came with your computer or call for technical 
support before enabling or disabling any other 
features. Make sure that if you do use the BIOS 
and disable disk caching that you save your 
changes in the BIOS. 

Error Message: "Bad Command Struc- 
ture" error message occurs when you 
extract files from a compressed folder 

Translation: You've discovered another 
minor bug in WinXP when you try to ex- 
tract a compressed file but only if you 
type in a directory that does not exist on 
your computer. 

Solution: WinXP has built-in file compres- 
sion capabilities. This error occurs when you 
right-click on a compressed file (with a .ZIP 
extension) and decide to extract the file. 
WinXP presents a dialog box where you can 
type in the directory for the extracted file. If 
you type in an invalid destination, you'll 
receive an error that WinXP was unable to cre- 
ate the directory. Microsoft will undoubtedly 
address this problem in the next WinXP ser- 
vice pack. 

Memory Errors 

Memory errors occur when your computer 
runs low on disk space, you open too many 
applications at once, or when the RAM 
in your computer becomes corrupted. 
Fortunately most memory problems can be 
resolved quite easily, just by freeing more 
space on your hard drive, adding a memory 
module or two, or closing out of applica- 
tions. Some memory errors can be resolved 
once and for all by just rebooting your com- 
puter and waiting for the Autochk program 
to run, which fixes common hard drive prob- 
lems. And if the virtual memory paging file 
(which provides more memory when your 
RAM runs low) is overloaded, you can usu- 
ally just reboot or adjust the size of the pag- 
ing file. Problem solved! 



Of course, other memory problems, such as 
a corrupted hard drive or corrupted RAM, are 
more difficult to diagnose. In those cases you 
may need to experiment with a variety of trou- 
bleshooting techniques, such as removing 
RAM modules one by one until you find the 
culprit. In some rare cases, you may need to 
reformat the hard drive and start fresh with a 
new WinXP installation. 

Error Message: The StgCreateDocFileO 
function causes an "STG_E_FILEAL- 
READYEXISTS" error in WinXP 

Translation: A memory leak has occurred 
that's related to a core operating system file. 

Solution: This is a known bug that occurs 
when a program uses the StgCreateDocFile 



Most Unusual 
Error Message 



Error Message: "Fatal System Error: 
OxOOOOOOaO (0x00000002,0x000701 24, 
0x00000000,0x00000000)" 

Translation: If you happen to own a 
Microsoft Sidewinder Game Pad Pro 
(not the joystick model), you may expe- 
rience a unique problem. If you just 
happen to be running WinXP (as 
opposed to any other operating sys- 
tem) and you decide to unplug the 
USB (Universal Serial Bus) cable 
while WinXP is starting up, you will 
see the fatal system error and a blue 
screen, preventing you from accessing 
your Desktop. 

Solution: Microsoft is working on a fix 
for this error, but at press time it is still 
unresolved. Fortunately, the workaround 
is rather simple. Just make sure you 
don't unplug the Sidewinder cable when 
the system is starting. □ 



Windows XP (Home & Pro) 



Most Difficult To Fix 

Error Message 

Error Message: "Error 1402. Could not 
open key." 

Translation: Microsoft Office 2000 
causes this error when you try to run the 
application suite on Windows XP. 

Solution: There is a complicated fix to 
this error message, which involves some 
detailed editing in the system Registry 
(not for the uninitiated). One of the prob- 
lems with editing the Registry, though, is 
that you can do more harm than good if 
you enable or disable just one simple 
option by mistake. Also, you'll need to 
know how to search for a specific 
Registry key (HKEY_LOCAL_MACHINE 
on Local Machine in this case). More 
importantly, beacuse Office 2000 is sev- 
eral versions older than the latest 
release, you may experience additional 
errors while running Word, Excel, and 
other programs— such as unexpected 
crashes and a constant reminder to reg- 
ister the software. The best solution is to 
call Microsoft tech support and discuss 
various options, such upgrading to Office 
2003 or updating the Windows Registry 
with help from the engineer. □ 



core operating system function in WinXP. It's 
actually a code flaw that will cause the memo- 
ry leak, leading to additional error messages 
until the computer becomes unstable and you 
have to reboot. The solution is to obtain the 
WinXP Service Pack 1, available at www 
.microsoft.com. 

Error Message: "Your system is low on 
virtual memory. Windows is increasing 
the size of your virtual memory pag- 
ing file. During this process memory 
requested for some applications may 
be denied." 

Translation: You are running too many 
applications at the same time, or there is a 
conflict with Symantec's Norton Internet 
Security program. 

Solution: If you see this large balloon mes- 
sage in the lower-right corner of your screen, 
it's a good idea to reboot the computer to free 



system resources. In some cases, you can just 
close some applications to free more memory, 
although it may just be a matter of time before 
the computer starts running too slow. If you 
are not running more than just a couple of 
applications, WinXP may be conflicting with 
Norton's Personal Firewall program, especially 
if you have configured that program to start 
automatically by using the Registry as opposed 
to using the WinXP Startup Group folder. 

For more information about this Symantec 
error (including how to configure the Personal 
Firewall correctly for WinXP), visit the compa- 
ny's support site at www.symantec.com 
/techsupport and type the following ID: 
2000040412261536. 

Error Message: "System has recovered 
from a serious error DRIVER_IRQL_ 
NOT_LESS_OR_EQUAL" 

Translation: You have corrupted RAM 
installed, the wrong memory modules 
installed for your computer, or the Windows 
paging file is corrupted. 

Solution: This error can occur just after 
you install new RAM chips, so the easiest solu- 
tion is to remove the new RAM (after properly 
grounding yourself, either by using a ground- 
ing strap or touching the power supply). If 
you're not sure if the RAM 
modules you installed 
work with your computer, 
you can visit Microsoft's 
Knowledge Base and look 
up article number 65416. 

If you know that the 
RAM should work (for 
example, if the modules 
came with the computer 
and have always worked), 
then you might try in- 
creasing the paging file 
size. First, click Start, go 
to My Computer, right- 
click, and select Prop- 
erties. Click the Advanced 
button and, under the 
Performance tab, click Settings. Click the 
Advanced tab and, under the Virtual 
Memory area, click Change. Click the No 
Paging File option and click OK for each 
open dialog box. Now restart your comput- 
er. Open Properties again for My Computer 
and go back to the Virtual Memory area. 
Click Change and select the System 
Managed Size option. Click OK to close each 
dialog box again and restart. 



olurme Label] 



for selected drive 



Drive: 

available: 
Custom size: 
Initial size (MB): | 192 

v.-.invm :"•;>« ::: : 

5v_stem managed size 
No paging file 






Total pagira 


for all drives 




2MB 


nmended: 


766 MB 


:."-.-'' ;c 


239 MB 



Windows XP lets you specify how 
much space Virtual Memory uses. 



Adjust the paging file size to prevent virtual 
memory errors from occurring. 

Error Message: "System restart has been 
paused: Continue with system restart. 
Delete restoration data and proceed to 
system boot menu/' 

Translation: During hibernation, the com- 
puter accessed memory incorrectly. 

Solution: This error occurs on notebooks 
occasionally after returning from hibernation, 
the sleep mode in WinXP. There's no option 
for returning to the Desktop, so you may lose 
your work. Use the option to Delete Re- 
storation Data And Proceed To System Boot 
Menu, which will cause WinXP to reboot. 
Microsoft will fix this problem in a future 
WinXP update. For now you can set the power 
management features on your notebook to use 
standby mode but not hibernate, but only if 
the error occurs frequently. 

Error Message: "STOP: 0x00000074 
(0x00000003, 0x00000002, 0x80087000) 
BAD_SYSTEM_CONFIG_INFO" or 
"The following file is corrupted: 
toside.sys" 

Translation: One of the RAM modules on 
your computer is corrupted or won't work with 
your computer correctly. 

Solution: If you re- 
cently upgraded your 
RAM, try removing the 
new chips you installed. 
(Make sure you have 
properly grounded your- 
self, either with a ground- 
ing strap or by touching 
the power supply.) If you 
are using the RAM that 
came with your computer, 
try removing one module 
at a time and rebooting 
each time to see if the 
error reappears. If the 
error doesn't occur, re- 
place the RAM module 
that is causing the error. 

(NOTE: The "toside.sys" error only appears if 
you try to boot from the WinXP installation CD 
as a way to correct the problem. WinXP wont 
boot normally or from a CD if a RAM module is 
corrupted.) H 

by John Brandon 



fr:: %•■..■(.!"'' '■) 



di: 



PC Errors • 41 



Windows XP (Home & Pro) 



Windows XP 
Network & Online 
Error Messages 

Get Connected & Stay Connected 



Tired of cryptic error messages that 
invade your screen and ruin your day, 
often without providing any real advice 
on how to prevent their return? We under- 
stand. Here are explanations for some of the 
more common and/or more frustrating 
Windows XP error messages and situations 
that occur in WinXP. For more detailed infor- 
mation on these errors, as well as errors and 
difficulties that aren't covered here, visit 
support.microsoft.com. 

Oh, and if you're as sick of those annoying 
sounds as you are the error messages them- 
selves, here's a quick and easy fix: Click Start, 
Control Panel, and then Sound, Speech, And 
Audio Devices. Click Sound, And Audio 
Devices, then select the Sounds tab. At the bot- 
tom of that panel, under Program Events, you 
can assign new, more pleasant sounds (or even 
silence) to almost any Windows event imagin- 
able, including those pesky errors. Enjoy. 

General Networking Errors 

Error Message: "An error has occurred 
during configuration of home net- 
working on this computer. For more 
information, see the home networking 
log file." 

Translation: An unknown error has 
occurred during WinXP's attempt to configure 
your network automatically. 

Solution: The steps attempted by the wiz- 
ard, along with notations of success or failure 
for each step, are contained in a log file called 
Hnetwiz.log, found in your SystemRoot, 
which is C:\WINDOWS by default. You can 
read this file with a text editor such as 
Notepad, but the information therein may be 
hard to understand. If you're forced to turn to 
Microsoft for tech support, the log file will 
help them solve the problem. 

42 • PC Errors 



Error Message: "Windows cannot find 
file 'XX.' Check the spelling and try 
again, or try searching for the item by 
clicking the Start button and then 
clicking Search/' 

Translation: Straightforward is the trans- 
lation on this one. Windows can't find the file 
you've specified, represented here by XX. It 
could be a network error, a mistyped file 
location or name, or the file could be missing. 

Solution: Verify that your network is 
working by browsing to another known file. 
If the network is not working, check cabling and 
power to any hubs or routers in the path. If the 
network is working, verify the file does exist. 

Error Message: "An unexpected error 
occurred." 

Translation: This message may appear 
when opening the properties of a network con- 
nection in the Network Connections folder. It's 
possible that Registry settings for the network 
connection may be damaged. 




Protocol) diagnostic utility included 
in Windows. The utility runs in a 
command-line interface reminiscent of 
the Days of DOS, and we've heard 
many users express frustration over 
the fact that the command-line 
window disappears far too quickly to 
be of use. 

Translation: By default, as soon as a com- 
mand window-based task finishes, the win- 
dow closes itself. 



*rA Windows cannot find file 'XX'. Check the spelling and try again, or try searching for the item 
^" by clicking the Start button and then clicking Search. 



1 



This error may indicate a missing file, or it may be a symptom of a nonfunctioning network. 



Solution: Click Start, Run, and type regsvr32 
% systemroot %\system32\netshell 
.dll. Click OK and try again to open the proper- 
ties for the affected network connection. If it still 
doesn't work, click Start, Run, type regsvr32 
%systemroot%\system32\ole32.dll, click OK, 
and then restart the computer and try to open 
the properties for the network connection. 

Error Message: Many network trou- 
bleshooting explanations involve the 
use of IPCONFIG, an IP (Internet 



Solution: To run a command line-based 
diagnostic tool, click Start, Run, and type in 
the appropriate command; click OK. To pre- 
vent the window from closing itself, preface 
the command with CMD /K. For example, to 
run IPCONFIG, click Start, Run. Type in cmd 
/k ipconfig and click OK. 

Error Message: "Explorer.exe has 
encountered a problem and needs to 
close. We are sorry for the inconve- 
nience/' 



Windows XP (Home & Pro) 



Translation: This error may occur, along- 
side an Explorer crash, in a multitude of situa- 
tions. One documented situation is when you 
attempt to map a drive letter to a network 
share, either on the LAN (local-area network) 
or on the Web, if the name of the mapped to 
resource is over 300 characters long. A name of 
that length is unlikely with a network resource 
on the LAN, but it could easily happen when 
mapping to a Web-based resource. 

Solution: Install the latest WinXP service 
pack at www.windowsupdate.com. Click Scan 
For Updates and Microsoft will determine 
what your machine needs. Click an update 
from the list to install it and follow the direc- 
tions the update presents. 

Error Message: "Cannot load Remote 
Access Service Connection Manager/' 

Translation: Attempting to create a new 
network connection or installing a network 
adapter may generate this error message. 
Certain services that are required for the task 
are probably disabled. 

Solution: Click Start, Run, type services.msc, 
and click OK. In the right viewing pane, find 
and double-click the Telephony entry. If the 
service is stopped, click Start and change 
Startup Type to Automatic. Repeat this pro- 
cess for both the Remote Access Connection 
Manager service and the Remote Access Auto 
Connection Manager service. 

Error Message: Various error messages 
reference an error regarding "Remote 
Procedure Call" after which the computer 
mysteriously shuts down. 

Translation: You probably have the 
Blaster virus. 

Solution: Go to www.microsoft.com 
/ security /incident/blast.asp and follow the 
instructions to remove the virus. 

Error Message: "Not enough server 
storage is available to process this com- 
mand/' 

Translation: Norton Antivirus or another 
third-party application may have corrupted a 
Registry entry on the computer you're trying 
to connect to over a LAN. 

Solution: This fix must be implemented on 
the computer you're trying to connect to, for 
it's there that the problem exists, even though 
the error message is being displayed on your 
local machine. Warning: This solution requires 
changes to the Windows Registry. Do not 
attempt this if you are unfamiliar with the 



Most Common 
Error Message 



The ubiquitous 404 Error message 
has been annoying surfers for a 
decade now, with its headache-inducing 
"The page cannot be found" declaration. 
Be sure you typed in the URL (Uniform 
Resource Locator) correctly. Mistyping is 
easy, especially on long addresses. And 
remember: Internet addresses use for- 
ward slashes (/), not backslashes (\). □ 



The page cannot be found 



The page you are looking for might have been removed, had its 



Please try the following: 

• If you typed the page address in the Address bar, make sure 
that it is spelled correctly. 

• Open the h id then look for 
links to the ii ou want. 

• Click the Back button to try another link. 

HTTP 404 - File not found 

■;;■■:;:■.■' :. ;i 







: ■■ : i . ;..,!.■■ 



Registry editing process, and do not edit your 
Registry without first backing it up. Do not edit 
your Registry without first understanding how 
to restore the Registry from a backed up ver- 
sion. Treat Registry entries as case sensitive. 

Click Start, Run, type regedit, and click OK. 
Use the navigation tree in the left pane to 
browse to HKE Y_LOCAL_MACHINE \ SYS- 
TEM \CURRENTCONTROL SET \SER- 
VICES\LANMANSERVER\Parametersand 
then look in the right pane for an IRPStackSize 
entry. If it exists, double-click it. 

If the IRPStackSize entry does not exist, cre- 
ate it like this: Right-click in a blank area of the 



field, and click OK. Exit the Registry and 
restart the computer. 

Error Message: "Error 2229: An internal 
error has occurred/' 

Translation: A Setup.exe software installa- 
tion that uses Windows Installer, when run 
across a wireless network link, may fail and 
generate this error message because the wire- 
less link is dropping data and Windows 
Installer is unable to handle the errors in a 
manner that allows the installation to continue. 

Solution: Go to www.windowsupdate 
.com and install Windows XP SP1 (Service 
Pack 1). 

Internet- & Email-Related Errors 

Error Message: "The page cannot be 
displayed. Cannot find server or DNS 
error/' 

Translation: The first part of this message 
is found at the top of an Internet Explorer error 
page, the second part at the bottom. There are 
two likely causes. First, the server may not 
exist. Second, the server may exist, but your 
system can't connect to it because your DNS 
(Domain Name System) server can't translate 
the domain name. 

Solution: Try refreshing the page, via 
either the Refresh button on the IE toolbar or 
the F5 function key. If that doesn't work, check 
the URL (Uniform Resource Locator; the 
Internet address that you type in) to be sure 
you entered it correctly. If you're certain it's 
right, you may need to change your DNS 
server to one that sees more domain names. 
The standard DNS servers are government-run 
and translate only a portion of the available 
domain extensions. Go the Open Root Server 
Confederation at support.open-rsc.org/servers 
and follow the instructions there. After you've 
changed your DNS server to one of the more 



* 



Not enough server storage is available to process this command. 



] 



It's possible that this error message indicates a corrupt Registry entry; proceed with caution. 



right pane, move your cursor to New, and 
click DWORD. Remembering that Registry 
entries are case sensitive, name the new entry 
IRPStackSize. Press ENTER, and then double- 
click the IRPStackSize entry. 

Underneath Base, click the radio button to 
select Decimal, type 15 in the Value Data 



"open" ones, test the change by trying to view 
the www.atlantic.ocean Web site. 

Error Message: "The page cannot be 
found. HTTP 404 - file not found/' 

Translation: The first sentence is typical- 
ly at the top of an IE error page, while the 



PC Errors • 43 



Windows XP (Home & Pro) 



second sentence is usually found at the bot- 
tom, following a page of boilerplate text. 
Perhaps the most common error message on 
the Internet, the 404 error code's meaning is 
straightforward: The file to display that page 
cannot be found. 

Solution: Check the URL. Common mis- 
takes are using backward slashes (\) when you 
should use forward slashes (/) and mistyped 
filename extensions. The most common exten- 
sions are .HTM and .HTML, but there are 
many others, such as .PHP, .CGI, and .ASP. If 
you have indeed entered the address correctly 
and still get the 404 error even though you can 
successfully load other pages, the file probably 
doesn't exist and you will need to contact the 
administrator of that site. 

Error Message: When viewing Web 
pages, you receive error messages denot- 
ing a "Runtime Error" and asking if you 
wish to debug. 

Translation: The problem is in the code for 
the Web pages, not your computer, so there is 
nothing you can do to correct the actual error. 



Error Message: "Unable to establish a 
connection with the activation server. 
Please check your network settings and 
confirm that you are able to connect to 
the Internet, then try again/' 

Translation: WinXP, as well as many other 
Microsoft applications including the Office 
family, require activation, either via the 
Internet or telephone. If you're sure that you 
have a valid Internet connection, yet you are 
receiving the above error message, your sys- 
tem clock may be incorrectly set, which causes 
the connection between your computer and 
the activation server to fail. 

Solution: Double-click the time in your 
System Tray at the bottom right corner of 
your screen. Set your calendar and clock to the 
correct date and time, click OK, and try the 
activation again. 

Error Message: "Access was denied 
because the user name and/or password 
was invalid on the domain." 

Translation: This is a common error mes- 
sage when a WinXP attempt to connect to an 



Most Confusing Error Message 



HUH? The "server storage" error cries out for an explanation, especially because it may 
appear when the task you're attempting opening a file, for example has nothing to do 
storage in the traditional sense. The most likely culprit is a corrupted Registry entry on the 
remote computer. □ 




You can, however, disable these annoying 
error messages. 

Solution: From IE, click the Tools menu 
and select Internet Options. Click the Ad- 
vanced tab and check the Disable Script 
Debugging entry in the list of options. Now 
find and uncheck the entry that says Display A 
Notification About Every Script Error. Click 
OK. If the error messages persist, close all IE 
windows and restart the program. 

Another way to slow down the proliferation 
of IE crashes and error messages is the practice 
of regularly updating both your WinXP and IE 
software. You can set your computer to automat- 
ically keep itself up-to-date (click Start, Control 
Panel, and double-click Automatic Updates), or 
you can manually check for updates at any time 
by going to www.windowsupdate.com. 



ISP fails. Simply put, the ISP computer is stat- 
ing that your username /password combina- 
tion, as received, does not qualify for access. 

Solution: Remember, ISP logon pass- 
words are virtually always case sensitive, 
meaning that "password" and "pAsSwOrD" 
and "PASSWORD" are three completely dif- 
ferent entries. Be sure you enter the informa- 
tion exactly as provided to you by the ISP, 
including username, password, dial-up 
access phone number, and associated connec- 
tion properties. Also be sure your CAPS 
LOCK key isn't engaged. 

Error Message: "The computer you are 
dialing in to cannot establish a Dial-Up 
Networking connection. Check your 
password, and then try again/' 



Translation: This is not an indication of 
a problem on the ISP computer, but rather a 
notice that the connection cannot be estab- 
lished between that computer and your 
computer using the logon credentials you 
provided. 

Solution: Verify that you've entered your 
username and password correctly, including 
the proper case. Once verified, you may need 
to turn off the Require Secured Password 
setting for that dial-up connection. Click 
Start, Control Panel, Network And Internet 
Connections, and Network Connections. 
Click the dial-up connection in question and 
click Change Settings Of This Connection 
underneath Network Tasks in the top of the 
left pane. Click the Security tab and verify 
that Typical (Recommended Settings) is 
selected. In the Validate My Identity As 
Follows section, be sure Allow Unsecured 
Password is checked. Click the Options tab 
and be sure the Include Windows Logon 
Domain box is not selected. Click OK twice to 
exit and try the connection again. 

Error Message: "The local policy of this 
system does not allow you to log in 
interactively/' 

Translation: VPN (virtual private net- 
work) connections, which allow many 
employees to access their company comput- 
ers from remote locations, have become 
much more popular over the past couple of 
years. When attempting to log in to a remote 
machine via a VPN connection, you will 
receive this message if the remote machine is 
configured to allow logins only from the 
physical remote computer itself. 

Solution: Ask the administrator of the 
remote computer to enable remote login by 
editing that computer's Group Policy. Do 
note that many administrators are reluctant 
to enable this level of remote access due to 
security concerns. 

Error Message: "Error 691: Access 
denied because username and/or pass- 
word is invalid on the domain/' 

Translation: You are unable to connect to 
your ISP because your dial-up connection 
settings don't match the logon settings 
required by the ISP. 

Solution: Several different steps may be 
required in order to remedy this situation, and 
before beginning, you should contact the ISP 
to verify the correct settings. First, verify that 
your username and password are correct, 



44 • PC Errors 



Windows XP (Home & Pro) 



bearing in mind that at least the password is 
case sensitive. "PASSWORD" and "Password" 
are two different words to the ISP's computer. 
With these credentials verified, click Start, 
Control Panel, and double-click Network 
Connections. Right-click the connection in 
question and then click Properties. 

Under the Options tab, be sure the Include 
Windows Logon Domain choice is unchecked. 
Under the Security tab, be sure the Require 
Secured Password setting is set to match the 
requirements given to you by your ISP. Click 
OK and try the connection again. If it still 
doesn't work, ask your ISP to assign a new 
username and create a new dial-up connection 
from scratch. 

Error Message: "Modem in use by 
another application" or "Port already 
open/' 

Translation: Another application is using 
the modem and /or the communication port 
needed by the modem, or you have a hard- 
ware error. 

Solution: Use CTRL-ALT-DELETE to bring 
up the Windows Task Manager. The Applica- 
tions tab will be selected by default, so look 
first at the list of running applications to see if 
an application is running that is likely to use a 
modem. If so, select that application, click End 
Task, and try your connection again. If you get 
the same error message, perform an End Task 
on all running applications. If the error per- 
sists, restart your computer. If the error still 
persists, restart your computer again and 
check the Com Port settings in your comput- 
er's BIOS (Basic Input/Output System). If the 
com port that the modem needs is set in the 
BIOS to power an external com port, disable 
that setting to return use of the com port to 
WinXP and your modem. 

Error Message: "Windows Media Player 
Error C00D10B3 - unable to access the 
network/' 

Translation: This error occurs when 
Windows Media Player attempts, and fails, to 
connect to the Internet. 

Solution: WARNING: This solution 
requires changes to the Registry. Do not 
attempt this if you are unfamiliar with the 
Registry editing process, and do not edit 
your Registry without first backing it up. 
Registry entries are case sensitive. 

Click Start, Run, type regedit, and click 
OK. Using the navigation tree in the left 
pane, navigate to HKEY_CURRENT_USER\ 



SOFTWARE\MICROSOFT\MEDIAPLAY- 
ERXPreferences and click to highlight the 
Preferences folder in the left pane. Now right- 
click a blank area of the right pane, select New, 
and click DWORD. A new entry will be creat- 
ed in the list in the right pane, and it will be 
highlighted, ready for you to name it. Type 
ForceOnline and press ENTER. Now double- 
click the ForceOnline entry and type a 1 in the 
Value Data field. Click OK, exit the Registry, 
and restart your computer. 

Error Message: "Error 769: The specific 
destination is not reachable/' 

Translation: This error may occur when 
attempting to connect to the Internet via a 
PPPoE (Point-To-Point Protocol over Ethernet) 
connection, a connection type often used with 
DSL (Digital Subscriber Line) Internet connec- 
tions, as a result of a disabled network card. 

Solution: From the Desktop, right-click My 
Computer and choose Properties. Click the 
Hardware tab and click the Device Manager 



services must be thus configured in order to 
use ICS: 

Application Layer Gateway Service 

Network Connections 

Network Location Awareness (NLA) 

Plug And Play 

Remote Access Auto Connection Manager 

Remote Access Connection Manager 

Remote Procedure Call (RPC) 

Telephony 

After verifying and /or configuring Auto- 
matic startup for each of these services, close 
the Services window and restart the computer 
before attempting again to enable ICS. 

Error Message: "Windows Media Player 
is not configured for the Internet. Before 
you can use the Media Guide or Radio 
Tuner features, you must be connected 
to the Internet. To connect to the 
Internet, run the Internet Connection 
Wizard and try again/' 



Most Hilarious Error Message 



This one's good for a chuckle. Explorer needs to close. Who cares? You need to get 
your work done, right? Oh well, at least the Microsoft Error Authors are polite about it. 
They're sorry. □ 



© 



Explorer.exe has encountered a problem and needs to close. We are sorry for the inconvenience. 



I OK 1 



button. Once the list populates, use the plus 
sign (+) beside Network Adapters to expand 
that branch of the navigation tree. Find your 
network card, which will probably have a yel- 
low exclamation mark beside it. Double-click 
the network card and choose Use This Device 
(Enable) from the Device Usage drop-down 
list. Click OK, close the Device Manager, and 
try your PPPoE connection again. 

Error Message: "An error occurred 
while Internet Connection Sharing was 
being enabled. The dependency service 
or group failed to start/' 

Translation: A service needed by ICS 
(Internet Connection Sharing) is not running. 

Solution: Click Start, Run, type ser- 
vices.msc, and click OK. To enable a service, 
find it in the right pane and double-click its 
entry. Be sure its Startup Type is set to 
Automatic and click OK. All the following 



Translation: Even if you're already con- 
nected to the Internet, Windows Media Player 
may not be able to "sense" the connection. 

Solution: For Windows Media Player ver- 
sion 9, first try this quick solution. Click the 
Tools menu and select Options. Be sure the 
Connect To The Internet checkbox is selected. 
If that doesn't solve the problem, or if you're 
using an earlier version of Windows Media 
Player, proceed to the next paragraph. 

Exit Windows Media Player and run the 
Internet Connection Wizard by clicking Start, 
Run, and typing inetwiz. Click OK and pro- 
ceed through the wizard. If your Internet con- 
nection is actually already working, be sure to 
make choices in the wizard that match your 
current settings. After completing the wizard, 
restart Windows Media Player. 

Error Message: "Internet Explorer has 
encountered a problem and needs to 



PC Errors • 45 



Windows XP (Home & Pro) 



close. We are sorry for the inconve- 
nience/' 

Translation: IE has crashed. 

Solution: Unfortunately, there is no uni- 
versal cause for IE crashes and, therefore, no 
universal solution. One of the most common 
causes, however, is a software conflict be- 
tween IE and third-party IE extensions or 
add-ons. Examples are the Google Toolbar 
and the Yahoo! Companion Toolbar, as well 
as many other convenience-enhancing tool- 
bars. If you're experiencing frequent IE 
crashes, try disabling all third-party toolbars 
by clicking IE's View menu, Toolbars, and 
unselecting any that are checked. If this 
eliminates most of your IE difficulties, try 
re-enabling the third-party toolbars one at 
a time until you find the specific one that 
causes the frequent crashes to resume. 

Error Message: "Msimn.exe has gener- 
ated errors and will be closed by 
Windows. You will need to restart the 
program. An error log is being created." 

Translation: Msimn.exe is the executable 
program file for Outlook Express, the email 
client included with WinXP. The .DBX files 
that contain your messages may be marked as 
Read Only. 

Solution: Be sure Outlook Express is not 
running. Click Start and Search. Click All 
Files And Folders, and set the Look In field to 
include Local Hard Drives. In the Name field, 
type *.dbx, and then click Search. When the 
search completes, find a file in a folder name 
that begins with C:\DOCUMENTS AND 
SETTING \ XX, substituting your actual user- 
name for the XX. Right-click the file and click 
Open Containing Folder. Windows Explorer 
will open, already navigated to the appro- 
priate folder, which will contain a number 
of DBX files. 

Right-click the first file in the list and click 
Properties. Be sure the Read Only checkbox is 
not checked and click OK. Repeat this proce- 
dure for each DBX file in the folder. Restart 
Outlook Express. 

Error Message: "Unable to open your 
default e-mail folders. The .DLL file for 
the information service could not be 
found. MAPI was unable to load the 
information service Pstprx.dll. Be sure 
the service is correctly installed and con- 
figured/' 

Translation: This error generally indicates 
a problem with a profile (which lets several 



Most Unusual Error Message 



Despite the wording, plenty of people see this error message even though they are in 
fact connected to the Internet at that very moment. No use fighting, though: To make it 
go away, you may well have to run the Internet Connection Wizard anyway. □ 



* 



Windows Media Player is not configured for the Internet. Before you can use the Media Guide or Radio Tuner features, you 
must be connected to the Internet. To connect to the Internet, run the Internet Connection Wizard and try again. 



m 



users maintain separate inboxes in the same 
copy of Outlook) in Outlook 2002. 

Solution: Go to www.officeupdate.com 
and obtain the latest service pack for Office XP. 

Error Message: "Error 623: The system 
could not find the phone book entry for 
this connection/' 

Translation: VPN connections can use 
existing dial-up connections in order to make 
the link between your computer and the 
Internet, so the VPN can then be established 
between your computer and the remote com- 
puter. When trying to connect to a VPN 
using a VPN connection previously defined 
in Network Connections, the connection is 
attempting to use a dial-up connection that 
has been deleted. 

Solution: Click Start, Control Panel, and 
then Network And Internet Connections. Click 
Network Connections. Be sure that a valid 
dial-up connection exists. If not, create one by 
clicking Create A New Connection underneath 
Network Tasks in the left pane and following 
the resulting instructions. Once the valid dial- 
up connection exists, right-click the affected 
VPN connection and click Properties. Select 
the Dial Another Connection First checkbox 
and then choose the valid dial-up connection. 

(NOTE: If your VPN connection doesn't 
require a dial-up connection, be sure the Dial 
Another Connection First checkbox is unchecked 
and click OK.) 

Error Message: Using programs or fea- 
tures that require an automatic on- 
demand connection to the Internet 
(automatic Windows Update and the 
Help And Support Center are two exam- 
ples) may fail to work properly, and 
may return any of these error messages: 

• Internet Connection is Required 

• To view this page, you must be connected to 
the Internet. To connect to the Internet now, 
click Connect. 



• Internet Connection Could Not Be 
Established 

• There was a problem in connecting to the 
Internet. To attempt to connect again, click 
Try Again. 

Translation: The failure-followed-by- 
error-message scenario described above can 
happen even though IE is able to automatically 
connect to the Internet as needed when you 
have a LAN adapter (network card) and use 
dial-up networking. An example would be a 
PPPoE connection in which a dial-up connec- 
tion uses the network card to establish the 
Internet connection. 

Solution: Click Start, Control Panel, and 
then Network And Internet Connections. 
Click Network Connections and click Dial-up 
Preferences on the Advanced menu. Choose 
the Autodial tab and find the checkboxes 
underneath Enable Autodial By Location. 
Clear all of these checkboxes. Now be sure 
the checkboxes for Always Ask Me Before 
Autodialing and Disable Autodial While I 
Am Logged On are both checked. Click OK. 

You will now have to manually connect 
to the Internet, via Start, Control Panel, Net- 
work And Internet Connections, and Network 
Connections. Double-click your Internet connec- 
tion and follow instructions. Although the con- 
venience of automatic connection upon demand 
is lost, other programs and features that need an 
Internet connection should now function prop- 
erly as long as you're connected to the Internet 
before they're invoked. Microsoft has confirmed 
that this is a problem, so hopefully it will be 
addressed in future Windows updates. 

Error Message: Every time you shut 
down WinXP, you are prompted to dis- 
connect from the Internet. 

Translation: Your Internet connection is 
being shared with other users on the network. 

Solution: Click Start, Control Panel, 
Network And Internet Connections, and 
Network Connections. Right-click your 



46 • PC Errors 



Windows XP (Home & Pro) 



Internet connection and click the Advanced 
tab. Uncheck the checkbox for Allow Other 
Network Users To Control Or Disable The 
Shared Internet Connection. Click OK. 

Other network users will still be able to 
share your Internet connection when it is 
active, but they will not be able to disable or 
control it from their computers. 

Error Message: Certain Web pages fail to 
load, followed by various error messages, 
particularly when using shared DSL ser- 
vice that connects via a PPPoE connection. 

Translation: Client computers that ac- 
cess a PPPoE DSL connection over a network 
may not be configured for optimum broad- 
band performance. 

Solution: Dramatic improvement in online 
performance can be realized by properly config- 
uring a computer to match the type of Internet 
connection in use. Virtually all of these settings 
involve making changes to the Registry, a task 
that you should never, ever undertake without 
first backing up your Registry and having a 
thorough understanding of how to restore that 
backup should the need arise. 

With that firmly in mind, take heart in the 
fact that there are now a number of easy-to-use 
" tweaker" programs that vastly simplify this 
optimization process. One popular such pro- 
gram is DrTCP, available free of charge at 
www.dslreports.com/front/drtcp.html. 

LAN-Specific Errors 

Error Message: "Network path not 
found/' 

Translation: Assuming your LAN is work- 
ing, this particular location is not showing up 
as a valid path on your network. 

Solution: If you're certain the network 
resource exists, the most logical culprit is a 
mistyped network address, and slash errors 
are the most common. Internet addresses use 
forward slashes as directory separators, but 
Windows LANs use traditional backward 
slashes just as you use when typing a file 
path on your own machine. LAN server 
names are preceded by two slashes, like this: 
\ \HomeServer\InkjetPrinter 

Error Message: "Server service is not 
started/' 

Translation: When sharing files, printers, or 
other resources from your computer on the net- 
work, the software service that allows this kind 
of sharing, the server service, must be active. 



Solution: Click Start, Run, type services.msc, 

and click OK. Find the Server service in the 
right-pane list and double-click it. If the 
service is stopped, click Start. Set the Startup 
Type to Automatic. 

Error Message: "Spooler subsystem app 
has encountered a problem and needs to 
close." 

Translation: The print spooling system 
(which lets multiple users print from the same 
printer by queuing print jobs) can generate a 
conflict that interrupts the wizard. 

Solution: Before launching the wizard, 
click Start, Run, type command, and click OK 
to launch a command prompt window. At the 
prompt, type net stop spooler and press 
ENTER. Run the wizard. After the wizard has 
completed, go back to the command prompt, 
type net start spooler, and press Enter. 

Error Message: "The folder you entered 
does not appear to be valid. Please 
choose another." 

Translation: This error typically occurs 
when you use the Add Network Place Wizard, 
signaling that the network location you've 
entered is not valid. 

Solution: When adding a location in 
WinXP, you must list both ServerName and 
ShareName in the wizard's Location box, not 
just the ServerName. The correct convention in 
the Location box is \\servername\sharename 
instead of the Wservername convention 
allowed in earlier versions of Windows. 

Error Message: "Could not start print 
job." (Printing to a network printer.) 

Translation: Your computer is unable to 
establish contact with the print server. 

Solution: Be sure the printer is powered on 
and online. Then be sure it's properly installed 
by right-clicking it in the Printers window, 
clicking Properties, and then clicking Print 
Test Page. If the test page does not print, check 
all connections. If the test page still does not 
print, repeat the printer installation procedure. 

Error Message: "Duplicate name exists. 
The name 'XX' could not be registered on 
the Interface with IP address XXX.XXX 
.XXX.XXX. The machine with the IP 
address YYY.YYY.YYY.YYY did not allow 
the name to be claimed by this machine." 
Translation: Each computer on your LAN 
must have a unique name. The name you have 
given your computer, represented here by XX, 



is already in use by an existing computer on 

the network at ip address Yyy.yyy.yyy.yyy. 

Solution: Change the network name of 
your computer to something unique. Click 
Start, My Computer, and then View System 




To give your computer a unique name on the 
network, go into System Properties. 

Information underneath System Tasks. Click 
the Computer Name tab, click the Change but- 
ton, and type a new name. 

Error Message: "User has not been 
granted requested login type/' 

Translation: The computer you're attempt- 
ing to access via the network is not configured 
to allow a network login. 

Solution: On the computer you're trying to 
access, not the client machine where the error 
message is being displayed, click Start, Control 
Panel, and double-click Administrative Tools. 
Now double-click Local Security Policy and 
expand Local Policies in the left pane by click- 
ing the plus sign beside that entry. Single-click 
to select User Rights Assignment. In the right 
pane, double-click Deny Access To This 
Computer From The Network. If your user- 
name and /or group isn't listed in this window, 
you will not be able to access this computer 
from the network, regardless of other settings. 
If present, single-click to select your username 
and /or group and click Remove. Click OK. 

Now double-click Access This Computer 
From The Network and be sure your username 
or group is listed. If not, click Add User Or 
Group, type your username or group name and 
click OK twice. Now go back to the client com- 
puter and try the logon. If still unsuccessful, 
restart the computer and try again, gs] 

by Jerry Hatchett 



PC Errors • 47 



Windows 98 



Windows 98 
Installation Error 
Messages 

Get Windows Up & Running 



Although Windows XP is the ver- 
sion of choice among today's 
Windows users, we know there 
are still a lot of Windows 98 instal- 
lations taking place, too. In certain 
situations Win98 is actually a viable solution 
when WinXP is not. For example, there are DOS 
applications that have been chugging along for 
years, programs that still perform admirably 
when called upon. Many of these applications 
require a real-mode DOS environment, and 
Win98 Second Edition was the last version of 
Windows to provide a real-mode DOS prompt. 
So, with a hearty salute to the workhorse 
known as Win98, here we go. 

General Installation 
Error Messages 

Error Message: "Warning SU0010 — 
Setup has detected a Boot Manager parti- 
tion on your computer. If you set up 
Windows, you will not be able to use 
Boot Manager. For more information, 
quit Setup, and read SETUP.TXT on 
Setup Disk 1 or the Windows CD-ROM/' 

Translation: If you currently have boot 
manager software installed that allows you to 
boot into different operating systems, Win98 
will probably disable it by making its own 
changes to the hard drive's boot record. 

Solution: Be very careful here. Boot record 
changes can render a hard drive unable to 
boot, and repairing the damage can be diffi- 
cult. The best solution is to install Win98 onto 
a hard drive without a boot manager installed 
and then install and configure the boot man- 
ager. We also recommend going to the 
Microsoft Knowledge Base at support 
.microsoft.com and reading article 289283, 
concerning multiboot configurations. 

48 • PC Errors 



Error Message: "Warning ^ 
SU0011 — Setup has detected * 

a password-protected partition 
on your hard disk. To set up 
Windows 95 (or Windows 98), you first 
need to remove the password protection. 
For more information, see SETUP.TXT on 
Setup Disk 1 or the Windows CD-ROM/' 

Translation: The Windows setup process 
cannot run successfully on a password-protect- 
ed hard drive or partition. 

Solution: Disable the password protection, 
install Win98, and then re-enable the protec- 
tion. To disable password protection on newer 




file system partition on your hard disk. 
Files on this partition will not be avail- 
able when you use Windows 95 (or 
Windows 98). For more information, see 
SETUP.TXT on Setup Disk 1 or the 
Windows CD-ROM/' 

Translation: Hard drives are divided 
into sections called partitions. The most 



o 



Setup has detected a password-protected partition on your hard disk. 
To set up Windows 95 (or Windows 98), you first need to remove the password protection. 





Warning SU0010 




© 


Setup has detected a Boot Manger partition on your computer. If you set up Windows, you will not be able to use Boot Manager. 


I OK I 





Warning SU0011 



hard drives that provide this security feature, 
refer to the hard drive manufacturer's instruc- 
tions. For older machines that offer drive or 
partition protection at the BIOS (Basic 
Input/ Output System) level, you will have to 
enter the computer's BIOS configuration utility 
and look for security settings that can be 
adjusted. On most computers instructions for 
entering BIOS setup are displayed on the 
screen early in the boot process. Common keys 
for entering BIOS setup are DELETE and F2. 

Error Message: "Warning SU0012 — 
Setup detected an OS/2 or Windows NT 



common partitioning configuration is that of 
a single partition that uses all available space 
on the hard drive, but it is also possible to 
create multiple partitions on a single hard 
drive. The computer recognizes these parti- 
tions and essentially treats each one as if it 
were a separate hard drive. Different parti- 
tions can contain different file systems, such 
as FAT16, FAT32, NTFS (used by Windows 
NT/2000/XP), OS/2, and others. Both OS/2 
and WinNT use file systems that will not be 
recognized or read by Win98. 

Solution: Although a FAT32 partition (the 
type used by Win98) can certainly exist on a 



Windows 98 



hard drive alongside partitions that contain 
different file systems, Win98 will not be able 
to see or access those partitions. If you need 
access to the files on those partitions, you 
will also need an operating system(s) capable 
of accessing those partitions and files. 

Error Message: "Warning SU0016 — 
Setup has detected OS/2 files on your 
computer. If you set up Windows 95 (or 
Windows 98), you may not be able to 
use OS/2. For more information, quit 
Setup and read SETUP.TXT on Setup 
Disk 1 or the Windows CD-ROM/' 

Translation: The Win98 installation may 
make changes to the hard drive's MBR (Master 
Boot Record) that render existing OS/2 instal- 
lations unable to run. 

Solution: Install Win98 first and then 
install boot manager software that will allow 
you to run multiple operating systems from 
the same hard drive. 

Error Message: "Error SU0018 — Setup 
could not create files on your startup 
drive and cannot set up Windows. 

There may be too many files in the 
root directory of your startup drive. For 
more information, see SETUP.TXT on 
Setup Disk 1 or the Windows CD-ROM/' 

Translation: The "top" directory on a hard 
drive, such as the C: directory, is known as the 
root directory. Older drives may be formatted 
with an older file structure, such as FAT16, 
that allows a maximum of 512 files or directo- 
ries within the root directory. You may be so 
close to this limit that Win98 Setup cannot cre- 
ate the files and directories it needs in order to 
complete the installation. 

Solution: First, it's simply bad housekeep- 
ing to have a large number of files in your 
root directory. Consider cleaning up and reor- 
ganizing any existing data. Or, if you don't 
need the existing data, you can also reformat 
the drive to the newer and more efficient 
FAT32 file system. 

Running Windows Setup from DOS will 
allow you to make decisions about formatting 
and partitions. You may have to configure 
your computer's BIOS settings to boot first to 
the CD. On most computers instructions for 
entering BIOS setup are displayed on the 
screen early in the boot process. Common 
keys for entering BIOS setup are DELETE and 
F2. Once you have configured the computer 
to boot to the CD-ROM, restart and follow the 
on-screen instructions for Setup. 



Error Message: "Warning SU0019 — 
Setup has found commands in 
your AUTOEXEC.BAT or CONFIG 
.SYS files that are not compatible 
with Windows." 

Translation: AUTOEXEC.BAT and CON- 
FIG.SYS are special startup files that issue 
instructions to your computer during the boot 
process. Win98 Setup has found such instruc- 
tions in your startup files that are incompatible 
withWin98. 

Solution: After obtaining permission 
from you, Setup will create backup copies of 
your existing AUTOEXEC.BAT and CON- 
FIG.SYS files and then create new ones that 
are compatible with Win98. Do note that 



Error Message: "Warning SU0133 — 
Setup was unable to determine your sys- 
tem configuration by using full detec- 
tion. Would you like to try again using 
minimal detection?" 

Translation: This error, as well as other 
error messages related to hardware detection, 
or even "freezes" or "hangs" that don't gener- 
ate an error message at all, can be caused by a 
variety of issues, including excessive size of 
certain files, missing files, and hardware that is 
not compatible with Win98. 

Solution: First, answer Yes to the question 
and let Setup try again, with a less aggressive 
hardware-probing routine. If this also fails, 
proceed to the next paragraph. 



© 


Setup has detected OS/2 files on your computer. 
If you set up Windows 95 (or Windows 98), you may not be able to use OS/2. 




I OK | 





Warning SU0016 



m 



* 



Setup has detected OS/2 files on your computer. 
If you set up Windows 95 {or Windows 98), you may not be able to use OS/2. 



Warning SU001 9 



Q 


Setup has found commands in yourAUTOEXEC.BAT 
or CONFIG.SYS files that are not compatible with Windows. 




1 « ! 





Warning SU01 33 



if existing software or hardware requires 
entries that were in the old startup files, 
you may have to make changes to the 
new versions after Setup has completed, in 
order to render that software or hardware 
useable again. 

Error Message: "Error SU0129 — Setup 
was unable to determine your comput- 
er's hardware configuration. Setup can- 
not continue and will now close/' 

Translation: This error message occurs 
primarily during reinstallations of Win98 or 
Windows Me, specifically during the phase in 
which Setup probes the computer's hardware 
in an attempt to identify it and install the dri- 
vers needed for proper operation. 

Solution: Run Setup again and, when pre- 
sented with the option, choose Safe Recovery. 
Also, note the discussion about Error Message 
SU0133 later in this article, which may contain 
information relevant to this issue. 



Look in your root directory (C: on most sys- 
tems) for the presence of a file called 
Setuplog.txt. If that file is larger than 64KB, 
rename it to Setuplog.bak and run Setup again. 
If the file size is less than 64KB, proceed to the 
next paragraph. 

Restart your computer and immediately 
after the POST (Power On Self Test; a startup 
routine during which core hardware compo- 
nents are tested for proper operation, and 
often listed on-screen), press and hold the 
CTRL key. When the Win98 Startup Options 
screen appears, choose Safe Mode. 

Once Windows loads in Safe Mode, click 
Start, Run, and then type msconfig. Click OK. 
On the General tab, click Selective Startup and 
be sure the following checkboxes are all 
unchecked: 

• Process Config.sys File 

• Process Autoexec.bat File 

• Process Winstart.bat File 

• Process System.ini File 



PC Errors • 49 



Windows 98 



• Process Win.ini File 

• Load Startup Group Items 

Click OK and then allow the requested 
restart. If Setup finishes, click Start, Run, and 
then type msconfig. Click OK. Click to place a 
check mark in the Normal Startup checkbox 
and then confirm the requested restart. If the 
computer operates properly, you're done. If it 
hangs again proceed to the next paragraph. 

Run msconfig again, recheck Selective 
Startup, and clear all the checkboxes except 
one. Restart the computer. If it doesn't run 
properly, you know the problem lies within 
the settings of the one checked startup file. 
Make a note of which startup file was selected, 
uncheck it, check a different one, and then 
restart the computer. Continue this cycle until 
you locate the startup file causing the problem. 
Go to the Microsoft Knowledge Base and 
search for articles related to Win98 and that 
startup file. 

If all the above steps fail to yield a complet- 
ed setup and smooth operation, you probably 
have a hardware incompatibility. Shut down 
the computer, power it off, and physically dis- 
connect the power cable from the computer. 
Now, disconnect or remove all nonessential 
hardware. Reconnect power and restart the 
computer. If Setup completes successfully and 
smooth operation follows, shut the computer 
down, power it off, remove the power cable, 
and reconnect or reinstall a single piece of 
hardware. Continue this cycle until you find 
the offending device. Either replace that device 
with a compatible version, or visit the 



a drive letter here in an actual error message), 
which is a virtual drive that you can use as if it 
were a real drive. Clear as mud? Read on. 

Solution: Fortunately, hard drive space has 
gotten so affordable that there's rarely a real- 
world need for a compressed drive. 
Nonetheless, if you're working with an old 
system and you don't want to install a new 
hard drive, simply free up some space by 



computer has the minimum amount of 
memory (RAM) required to run 
Windows 95 (or Windows 98). Do you 
want to continue with Setup?" 

Translation: Your computer has less than 
16MB of RAM or you have defective RAM. 

Solution: Add more RAM or replace defec- 
tive RAM. The more RAM you have, the 
smoother and faster your computer will run. 



Most Hilarious Error Message 



Error Message: "Error SU0409 

Cannot find the X file." 

Translation: Golly gee, we just couldn't help ourselves. 

Solution: It would appear that Mulder and Scully are forever relegated 

to rerun status. Sad but true. Give it up. □ 



© 



Cannot find the X file. 



deleting unnecessary files. Note that even 
though you may be installing Win98 to the vir- 
tual drive, the host drive is where you'll need 
to delete files. 

Error Message: "Warning SU0141 — 
Setup could not copy files needed for 
your startup disk. You can still continue 
with Setup without creating the startup 
disk. Click OK to continue/' 

Translation: Copying startup files to the 
floppy disk failed. 



© 


Setup could not copy files needed for your startup disk. 
You can still continue with Setup without creating the startup disk. Click OK to continue. 




1 OK | 





Warning SU01 41 



Microsoft Knowledge Base to see if there is a 
solution to the problem. 

Error Message: "Warning SU0153 — 
Drive X, the host drive for the com- 
pressed Y drive, must have at least Z 
bytes free to set up Windows. Free some 
disk space, and then run Setup again/' 

Translation: This computer is using disk 
compression to increase available space. The host 
drive X (the drive letter for the host drive will be 
listed in an actual error message) is the real, 
physical hard drive, and it must have enough 
space to create the Y drive (again, you would see 



Solution: Although the quickest solution is 
to skip the creation of a startup disk, this is 
also the riskiest path. Try changing to a new 
diskette, one without any existing data on it. 
Be sure the write-protect tab is set to the Write 
position by finding the sliding plastic tab and 
ensuring that it's closed. If there's an open 
space around the tab, slide it closed. If the pro- 
cedure still fails, try cleaning out your floppy 
drive with a can of compressed air. If this fails 
your floppy drive may need to be replaced. 

Error Message: "Warning SU0151 — 
Setup could not verify that your 



Fortunately the price of RAM has dropped sig- 
nificantly over the past few years. 

Error Message: "Warning SU0159 — 
The directory X you specified contains a 
Windows NT installation. Setup cannot 
install Windows in this directory. Please 
choose a different directory." 

Translation: The directory you have cho- 
sen for the Win98 installation, which will be 
listed in the error message instead of the X, 
contains an installation of WinNT. 

Solution: Choose another directory, and 
bear in mind that multiple installations of 
Windows on the same hard drive or partition 
can cause confusion and difficulty, especially 
when the installations are different versions. 
We also recommend going to the Microsoft 
Knowledge Base and reading article 289283 
concerning multiboot configurations. 

Error Message: "Warning SU0160 — 
The directory X which is needed to 
install Windows into already contains a 
Windows installation. Please choose a 
different installation directory." 

Translation: You're trying to install on top 
of an existing Windows installation. 

Solution: Unless you intend to install on top 
of an existing installation for repair purposes (in 
which case, the versions need to be identical), 
choose another directory, and bear in mind that 
multiple installations of Windows on the same 



50 • PC Errors 



Windows 98 



hard drive or partition can cause confusion and 
difficulty. We also recommend going to the 
Microsoft Knowledge Base and reading article 
289283 concerning multiboot configurations. 

Error Message: "Warning SU0167 — 
The specified directory contains a direc- 
tory named 'desktop' that you must 
move or rename before Setup can con- 
tinue. For more information, see 
SETUP.TXT on Setup Disk 1 or the 
Windows CD-ROM/' 

Translation: The Desktop directory is a 
key component of any Windows installation. 
Win98 must create its own Desktop directory 
within the installation directory, and cannot do 
so if a Desktop directory already exists there. 

Solution: Choose another installation 
directory, or rename or move the existing 



the installation directory, and there is no D: 
drive, the installation will fail. Also be sure that 
you haven't specified a drive/directory combi- 
nation that contains existing directories or files 
of the same names that Windows will be creat- 
ing during the installation. In best practice all 
new installations of Windows should point to a 
fresh, empty directory, where no possibility of 
conflict exists. 

Error Message: "Warning SU0344 — 
The Windows directory X you have 
specified does not currently exist. Please 
verify that the path is correct/' 

Translation: This is another self-explana- 
tory error message. 

Solution: Be sure you typed the path correct- 
ly. One common mistake when entering paths 
on a local drive is the use of forward slashes (/) 



© 


The specified directory contains a directory named desktop' that 
you must move or rename before Setup can continue. 




| OK | 




Warning SU0167 




o 


Setup was unable to configure your network components. 
To continue without network support, click Yes. To quit Setup, click No. 




| OK | 




Error SU0350 








o 


Setup was unable to display the Nondisclosure Agreement. Setup will now close. 




I OK | 





ErrorSU0515 



Desktop directory. Also, note that having mul- 
tiple installations of Windows on the same 
hard drive or partition can lead to confusion 
and difficulty. We recommend going to the 
Microsoft Knowledge Base and reading article 
289283 concerning multiboot configurations. 

Error Message: "Warning SU0343 — 
Setup could not create X. Make sure you 
specified a valid drive letter and directo- 
ry name. Also make sure the directory 
name does not conflict with existing 
files on your drive/' 

Translation: Setup has tried to create a 
needed directory on the installation hard drive 
or copy needed files onto the installation hard 
drive, and failed. 

Solution: Be sure you specify an installation 
path that exists. If you specify D:\WINDOWS as 



instead of the correct backslash (\) that is always 
used when referring to a local drive and path. 

Error Message: "Error SU0350 — Setup 
was unable to display the Nondisclo- 
sure Agreement. Setup will now close/' 

Translation: Being low on memory can 
generate this error or there may be an actual 
problem with your License.txt file. 

Solution: Restart the computer and run 
Setup again. If it fails again, proceed to the 
next paragraph. 

Restart the computer. As soon as the com- 
puter starts to boot, press and hold the CTRL 
key until the Win98 Startup menu appears. 
Choose Safe Mode Command Prompt Only 
and press ENTER. When the command 
prompt appears, type the following line, and 
press ENTER: 



copy c:\windows\license.txt c:\win- 
dows\help 

Press y when you are prompted to over- 
write the file and then restart the computer. 

Error Message: "Error SU0358 — Setup 
detected one or more MS-DOS-based 
programs running on your computer. 
Close your MS-DOS programs, and then 
click OK to continue. Or, click Cancel to 
quit Setup." 

Translation: Setup cannot run properly 
while DOS-based programs are running. 

Solution: Shut down any DOS programs 
that are running on your computer and then 
click OK. 

Error Message: "Warning SU0361 — A 
Windows registry file was found. If 
Windows 95 (or Windows 98) is 
installed in another directory, continu- 
ing with Setup will disable it. Do you 
want to continue?" 

Translation: Setup has found what 
appears to be an existing Windows installation 
in a different directory on the hard drive and 
wants you to understand that the new installa- 
tion is going to disable the old one. 

Solution: Multiple installations of Windows 
on the same partition can lead to confusion and 
difficulty. Consider installing to a different 
hard drive, or use a nondestructive partition 
manager to create a new partition for the new 
installation. We also recommend going to the 
Microsoft Knowledge Base and reading article 
289283 concerning multiboot configurations. 

Error Message: "Warning SU0366 — 
This option disables some of the com- 
mands in your AUTOEXEC.BAT and 
CONFIG.SYS files to ensure that 
Windows 95 (or Windows 98) installs 
correctly and uses the fastest drivers." 

Translation: AUTOEXEC.BAT and CON- 
FIG.SYS are special startup files that issue 
instructions to your computer during the boot 
process. Setup is warning you that changes are 
about to be made to your startup files. 

Solution: No action is required. Setup will 
make the needed changes to the files, but you 
should be aware that existing software or 
devices may not function properly after those 
changes are made. 

Error Message: "Error SU0515 — Setup 
was unable to configure your network 



PC Errors • 51 



Windows 98 



components. To continue without net- 
work support, click Yes. To quit Setup, 
click No/' 

Translation: During Win98 installation, 
Setup probes your hardware, including net- 
work adapters, and attempts to configure your 
network automatically. This attempt has failed. 

Solution: Click Yes, allow Setup to com- 
plete the installation, and then use Win98's 
Network Troubleshooter. 

Error Message: "Warning SU0516 — 
Setup ran into problems while trying to 
set up the following device on your 
computer: X 

Setup will attempt to install this 
device later. If problems persist, run 
Setup again and choose Safe Recovery 
when prompted. Click OK to continue/' 

Translation: During Win98 installation, 
Setup probes your hardware and attempts to 
install all drivers needed in order for your 
hardware to function. This attempt has failed 
on one particular hardware device, the name 
of which will replace the X in the actual error 
message. 

Solution: If the device is nonessential, shut 
down the computer, disconnect the power 
cable, and remove the device. Restart the com- 
puter and run Setup again. After completing 
Setup, shut down the computer, disconnect the 
power cable, and reinstall the device, follow- 
ing manufacturer instructions. 

Error Message: "SU5038 — Error in 
command line." 

Translation: When it is run from a DOS 
command prompt, Setup can be configured to 
handle a number of installation tasks automat- 
ically, without requiring the user to answer 
questions throughout the process. An incorrect 
option has been specified. 

Solution: To obtain the correct command- 
line option in DOS, go to the directory where 
Setup.exe resides, type setup.exe /?, and press 
ENTER. 

Error Message: "There is a crosslinked 
file on drive X. Please run SCAN- 
DISK. EXE from Setup disk 1 or the 
Windows CD-ROM to fix the problem. 
Setup cannot continue/' 

Translation: Setup has encountered a disk 
error on the installation hard drive (X) that 
must be corrected before Setup can proceed. 

Solution: From a DOS command prompt, 
type y, substituting the actual drive letter for 



Most Confusing Error Message 



Error Message: "Warning SU0362 

It is not recommended that Setup continue without the proper amount 
of disk space free. If you continue, Setup may run out of disk space 
and not complete successfully." 

Translation: Win98 Setup will perform a check to be sure your hard drive is working 
properly and has enough free space for the install. And if, by chance, 
the hard drive doesn't have enough free space, Setup may give you 
the option to continue the install anyway. Why? We don't know. 

Solution: If you don't have enough drive space, abort the installation and create 

the needed space. Run Setup again. □ 



© 



It is not recommended that Setup continue without the proper amount of disk space free. 
If you continue, Setup may run out of disk space and not complete successfully. 



the CD-ROM drive that contains the Win98 
Setup disk, and press Enter. Now type scan- 
disk and press ENTER. Follow on-screen 
progress and interact with any user prompts as 
needed. Once Scandisk has repaired the drive 
error, run Setup again. 

You may use an alternate disk repair utility, 
such as Norton Disk Doctor, if you prefer. To 
run the DOS version of Norton Disk Doctor, 
navigate to the directory that contains 
NDD.EXE, type ndd, and press ENTER. As 



Error Message: "Warning SU0409 — 
Windows Setup was unable to update 
your system files. This may be caused 
by virus detection that is built in to your 
computer, or by virus detection software 
running on your computer/' 

Translation: Antivirus software has 
detected Setup's attempts to modify system 
files, has interpreted those attempts as mali- 
cious, and has prevented Setup from being 
able to carry out the necessary modifications. 





* 


There is a crosslinked file on drive C. Please run SCANDISK.EXE from Setup disk 1 
or the Windows CD-ROM to fix the problem. Setup cannot continue. 


| OK 1 





There is a crosslinked file on drive X 



© 



Windows Setup was unable to update your system files. This may be caused by virus detection 
that is built in to your computer, or by virus detection software running on your computer. 



Warning SU0409 



with Scandisk, monitor the on-screen progress 
and interact through user prompts as needed 
to complete the operation. 

Error Message: "A Product Identifica- 
tion Number is required to set up 
Windows 95 (or Windows 98)/' 

Translation: Win98 installation requires 
entry of the 25-character product key that 
came with the setup disc. 

Solution: When requested, enter the 25- 
character product key and press ENTER. 



Solution: Before attempting a Win98 
installation, whether a fresh installation or 
upgrade, disable any antivirus software that 
is running. In upgrade situations you should 
be able to run the antivirus software from the 
existing version of Windows and turn off the 
antivirus protection. 

Also note, however, that some antivirus pack- 
ages also run outside the Windows environ- 
ment. Some run in DOS, checking boot records 
during the earliest part of the boot process. 
Some are even configured with the computer's 



52 • PC Errors 



Windows 98 



BIOS setup utility so that they run immediately 
after the computer's POST routine runs. 

Before running Setup, locate and disable all 
instances of antivirus protection on your com- 
puter. After completing the Win98 installation, 
be sure to re-enable the protection. You may or 
may not be required to get updated versions of 
the antivirus software, but we highly recom- 
mend the use of good antivirus protection in 
this virus-laden era. 

Upgrade-Specific Error Messages 

Error Message: "Warning SU0164 — 
Setup cannot upgrade the version of 
Windows in X, because you are running 
Windows from a different directory. 
Please choose a different directory/' 

Translation: You are trying to install a 
Win98 upgrade into a different directory, X 
(the directory name will be specified in the 
actual error message), from the currently 
active Win95 installation. 

Solution: Change the Win98 upgrade 
installation directory to the directory where 
the instance of Win95 that is currently active 
is installed. 

Or, you can run Setup from DOS and spec- 
ify a directory other than the one in which 
the currently active Win95 installation is 



system installed, which cannot be 
upgraded by this version of Setup/' 

Translation: Setup has found an existing 
operating system on your computer, but that 
operating system is not eligible for the 
upgrade you're trying to install. 



character set. Setup cannot upgrade 
this version. Please choose a different 
directory." 

Translation: You are most likely attempt- 
ing to upgrade a foreign-language version 
of Windows. 



© 



Your computer already has an operating system installed, 
which cannot be upgraded by this version of Setup. 



Warning SU01 68 



Solution: Obtain an upgrade disc that is 
valid as an upgrade path from your current 
operating system. If you believe this to 
already be the case, contact Microsoft's 
customer support. 

Error Message: "Warning SU0346 — 
Setup cannot upgrade Windows. The 
directory X does not contain a valid 
Windows installation. Please specify 
another directory." 

Translation: Setup will only run from a 
Win98 upgrade disc if the computer already 
contains an operating system that is eligible 
for upgrade to Win98, namely, a valid lower- 
version Windows installation. For example, 
you can install a Win98 upgrade on a comput- 



Mosj Frustrating Error Message 



Error Message: "An unknown error has occurred." 
Translation: We're good, but we're not that good. 

Solution: When all else fails, reboot and try again. □ 



© 



An unknown error has occurred. 



located. To run Setup from DOS, you may 
have to configure your computer's BIOS set- 
tings to boot first to the CD. On most com- 
puters instructions for entering BIOS setup 
are displayed on the screen early in the boot 
process. Common keys for entering BIOS 
setup are DELETE and F2. Once you have 
configured the computer to boot to the CD- 
ROM, restart and follow the on-screen 
instructions for Setup. 

Error Message: "Warning SU0168 — 
Your computer already has an operating 



er that contains a valid installation of Win95, 
but you cannot install that same disc onto a 
computer that contains only an MS-DOS 
operating system. 

Solution: Obtain an upgrade disc that is 
valid as an upgrade path from your current 
operating system. If you believe this to 
already be the case, contact Microsoft's 
customer support. 

Error Message: "Warning SU0139 — 
The directory you specified contains a 
version of Windows with a different 



Solution: If the foreign-language version of 
Windows is the one you need, obtain a Win98 
upgrade disc in that language. If Standard 
English is what you want, choose a new, fresh 
installation directory. 

Error Message: "Error SU0013 — Setup 
could not create files on your startup 
drive and cannot set up Windows. If you 
have HPFS or Windows NT file system, 
you must create an MS-DOS boot parti- 
tion. If you have LANtastic server or 
SuperStor compression, disable it 
before running Setup. See SETUP.TXT 
on Setup Disk 1 or the Windows CD- 
ROM." 

Translation: Hard drives are divided into 
sections called partitions. The most common 
partitioning configuration is that of a single 
partition that uses all available space on the 
hard drive, but it is also possible to create mul- 
tiple partitions on a single hard drive. The com- 
puter recognizes these partitions and essential- 
ly treats each one as if it were a separate hard 
drive. Different partitions can contain different 
file systems, such as FAT16, FAT32, NTFS 
(used by WinNT/2000/XP), OS/2, and others. 
Both OS/2 and WinNT use file systems that 
will not be recognized or read by Win98. This 
error message indicates that the installation 
hard drive contains other partition types, but 
no FAT32 partition as required by Win98. 

Solution: You must create a FAT32 parti- 
tion on your hard drive. The simplest way is to 
boot directly to the Win98 Setup CD-ROM and 
let Setup handle creation of the needed parti- 
tion. You may have to configure your comput- 
er's BIOS settings to boot first to the CD. On 
most computers, instructions for entering BIOS 
setup are displayed on the screen early in the 
boot process. Common keys for entering BIOS 
setup are DELETE and F2. S 

by Jerry Hatchett 



PC Errors • 53 



Windows 98 



Windows 98 
Startup & 
Shutdown Errors 

Enter & Exit On Your Terms 



Starting up and shutting down Windows 
98 can be a harrowing experience. Win- 
dows attempts to connect to its various 
files, devices, and processes at startup and if it 
finds problems, generates error messages that 
are generally less than self-explanatory. The 
same can happen when Windows attempts to 
shut down. Here is a collection of the error 
messages that can show up at startup and 
shutdown, along with their explanations, and 
possible solutions. 

Fatal Exception Errors 

Error Message: "A fatal exception XX has 
occurred at xxxx\xxxxxxxx" 

Translation: You may see this error when 
you shut down your computer, start it up, or 
even when you start a program. XX indicates 
the error number, while xxxx:xxxxxxxx indi- 
cates the code segment. 

Solution: "Clean boot" your computer (start 
your computer with a minimal set of files). If 
youVe worked with Win98 for some length of 
time, you've undoubtedly seen a fatal exception 
error. There can be many causes for this type of 
error, but the first step is to narrow the focus by 
trying a clean boot of your computer. 

Error Message: "A Fatal Exception OE Has 
Occurred at 0028:<XXXXXXXX> in VXD 
SYMEvent(02)+XXXXXXXX." 

Translation: This behavior can occur if an 

older version of a Symantec program (such as 

Norton Antivirus) is installed. 
Solution: To resolve this issue, disable the 

Symantec Symevnt.386 file by performing the 

following steps: 

• Use Registry Editor to delete the following 
Registry key, if it exists: HKEY_LOCAL_ 
MACHINE\SYSTEM\CURRENTCON 
TROLSET\SERVICES\VXD\SymEvnt. 

54 • PC Errors 



• Click Start and Run, type jf 
sysedit, and then click OK. ^m 
On the Window menu, 
click System.ini. On the Search 
menu, click Find. In the Find box, type 
symevnt.386, and then press ENTER. Place a 
semicolon at the beginning of the line that 
contains "symevnt.386/' On the File menu, 
click Save and then click Exit. Restart your 
computer. After Setup has finished success- 
fully, you can reinstall the affected Symantec 
program. If you still have a problem, contact 
Symantec (www.symantec.com). 

Error Message: "Fatal Exception OD" Using 
ATI All-in-Wonder Pro Video Adapter 

Translation: After you install one of the 
ATI All-in-Wonder Pro video adapter drivers 
version 5.0 or later provided by ATI, you 
may receive this error message on a blue 
screen. This can happen under either of the 
following conditions: 

• You are using a program written to use fea- 
tures of the Windows 3.x 16-bit video device 
drivers that aren't available in the 32-bit video 
device drivers used in Windows 98 /Me. 

• You are using a program that installs an older 
version of a multimedia program. 

Solution: Contact ATI Customer Care 
(www.ati.com/support) to get the correct 
drivers for your video adapter. To work 
around this behavior, follow these steps: 
Restart your computer in Safe mode. Click 
Start and Run, type msconfig, and then click 
OK. Click the System.ini tab, double-click the 
[boot] branch to expand it, and then right- 
click Display.drv=Pnpdrvr.drv. Click Clear, 
OK, and then Yes when you are prompted to 
restart your computer. Repeat steps 2 and 3. 
Click Select and OK, and then click No when 
you are prompted to restart your computer. 




Click Start, point to Settings, and then click 
Control Panel. Double-click Display, click the 
Settings tab, and then click Advanced. Click 
the Adapter tab, Change, Next, and then click 
Display A List Of All The Drivers In A Specific 
Location, So You Can Select The Driver You 
Want. Click Next and then click the ATI All-In- 
Wonder Pro dated 5/11/98. Click Next, click 
Next, and then click Finish. Click Apply and 
Close, and then restart your computer. 

Error Message: "A Fatal Exception OE has 
occurred at 0028:C001AEEB" 

Translation: When you try to shut down 
your Win98-based computer with a Compaq 
FX-series monitor, you may receive an error 
message like this one. 

This can happen because the version of USB 
(Universal Serial Bus) support software included 
with some FX-series monitors isn't completely 
compatible with Win98. 

Solution: Get the most current version of the 
USB support software for FX-series monitors 
from HP/Compaq (www.hp.com). 

Error Message: "A fatal exception OE has 
occurred at 0028:C02A0201 in VXD 
IOS(04)+00001FC9" 

Translation: When Setup restarts your com- 
puter for the last time during Win98 installation, 
you could get this error message on a blue 
screen. This can happen if Corel CD Creator 2.0 
is installed on your computer. Windows isn't 
compatible with the Cdraspi.vxd file installed 
by Corel CD Creator 2.0. 



Windows 98 



Solution: Start Windows in Safe mode 
Mode). Click Start, point to Find, and then 
click Files Or Folders. In the Named box, 
type cdraspi.vxd, and then click Find Now. 
In the list of found files, right-click the 
Cdraspi.vxd file, and then click Rename. 
Type a new name for the Cdraspi.vxd file 
(such as Cdraspi.xxx) and then press ENTER. 
Restart your computer normally. 



correct application gets the correct information 
from the hardware). 

Solution: Download and install the latest 
Matrox video driver for your video adapter 
from the Matrox Web site (www.matrox.com). 

Error Message: "A fatal exception 06 has 
occurred at xxxxixxxxxxxx. The current 
application will be terminated/' 



Error Message: "Fatal Exception 
OE at 0028:c028bac6 in VXD 
Vwin32(05)+0000281a dmistart 
timed out waiting for INIT- 
COMPLETE message from 
c:\programfiles\intel\ldcm\ 
win32sl.exe -i -r ia error, ..\..\ 
dmispio.cpp::320 unable to reg- 
ister with service provider/' or 
"Microsoft visual C++ runtime I 

library: runtime error! c:\program I 

files\intel\ldcm\ci\ia\ciamngr.exe 
abnormal program termination/' or 
"dmistart caused an IPF in module dmistart 
.exeat015f:00401a0c" 

Translation: After upgrading to Win98, 
you could receive one or more of these error 
messages. You could also receive a series of 
"Invalid page fault" error messages in files 
with the AC extension. This can show up if 
your computer automatically starts the third- 
party DMI (Desktop Management Interface) 
Start utility. 

Solution: Contact the manufacturer of the 
DMIStart utility to inquire about the availability 
of a fix for this issue. To work around this issue, 
disable the DMIStart utility. Restart the com- 
puter in Safe Mode, click Start, point to 
Programs, point to Accessories, point to System 
Tools, and then click System Information. On 
the Tools menu, click System Configuration 
Utility. On the Startup tab, click to clear the 
checkbox next to DMIStart. Click OK. When you 
are prompted to restart the computer, click Yes. 

Error Message: "A Fatal Exception OE has 
occurred at 0028:C00082CD in VxD 
VMM(Ol) +000072CD" 

Translation: When you attempt to shut 
down or restart your computer, you may get 
this error message if you are using a Matrox 
video adapter. This issue can show up if you 
have an incompatible or early version of a 
Matrox video driver installed on your computer. 
The VxD in the error message refers to a virtual 
device driver (a simulation buffer between 
applications and hardware than ensures that the 



A Fatal Exception OE Has Occurred at 
0028:<XXXXXXXX> in VXD 
SYMEvent(02)+XXXXXXXX 



Fatal Exception Error 



Translation: If you press CTRL-ALT- 
DELETE twice on a USB keyboard in Win- 
dows, you may receive this error message on 
a blue screen. 

Solution: Don't do that. Restarting Windows 
by pressing CTRL- ALT-DELETE twice causes 
Windows to halt most processes and should be 
used only when the normal shutdown process is 
not possible. Use the Shut Down command on 
the Start menu to restart your computer. 

Error Message: Win98 Shutdown 
Generates "Fatal OE" Error Messages with 
Alps Electric USB Server 

Translation: On Compaq computers with 
Alps Electric USB Server, you may receive a 
"Fatal OE" error message when you shut down 
the computer. Win98 supports USB, and the 
Alps server isn't required, but Windows doesn't 
disable this program during installation. 

Solution: Contact Compaq for information 
about an update to correct this behavior. You 
can also disable this software. However, doing 
this affects your ability to control some features 
on the monitor. To disable this software, click 
Start, click Run, type msconfig, and then click 
OK. In the System Configuration utility, click 
the Startup tab, click to clear the Alps Electric 
USB Server checkbox, and then click OK. After 
you make this change, restart your computer. 

Error Message: "Fatal Exception Error 
Message in VXD IOS(04). The current 
application will be terminated" 



Translation: When you start your comput- 
er, you may receive this error message on a 
blue screen. This issue can occur if the 
Sbl6.vxd file is located in the C:\WIN- 
DOWS\SYSTEM\Iosubsys folder. 

Solution: Rename the Sbl6.vxd file in the 
C:\WINDOWS\SYSTEM\Iosubsys folder by 
following these steps: Restart your computer 
in Safe Mode. Click Start, point to Find, and 
then click Files Or Folders. In the 
Named box, type sbl6.vxd and 
click Find Now. In the list of 
found files, right-click the Sbl6 
.vxd file that is located in the 
C:\WINDOWS\SYSTEM\ 
IOSUBSYS folder, and then click 
Rename. Type sbl6.old, press 
ENTER, and then restart your 
computer. 

Windows Protection 
Errors 

Error Message: "While initializing 
device XX Windows Protection Error" 

Translation: Windows Protection error mes- 
sages can occur under a number of conditions. 

Solution: Start Win98 in Safe Mode. If you 
do not receive the error message when you 
start your computer in Safe Mode or when you 
shut down your computer from Safe Mode, 
search the Microsoft Knowledge Base for the 
error message code. If you receive the error 
message when you attempt to start the com- 
puter in Safe Mode, follow the steps listed 
below to restore the Registry. Boot the comput- 
er from an EBD (Emergency Boot Disk). If you 
do not have an EBD, view one of the following 
articles in the Microsoft Knowledge Base (sup- 
port.microsoft.com): 

• 267287 How to Create a Startup Disk in 
Windows 

• 187632 How to create a Win98 Startup Disk 
Follow the steps in the following articles that 
correspond to your Operating System. 

• 221512 How to Manually Restore the Win98 
Registry 

Or, if your computer is a Plug and Play 
computer, reinstall Windows by using the 
setup /p I command. 

Verify that the computer's CMOS (comple- 
mentary metal-oxide semiconductor) settings 
are correct. For information about how to 
change CMOS settings on your computer, 
view the computer's documentation or contact 
the computer manufacturer. 



PC Errors • 55 



Windows 98 



Error Message: "Windows Protection 
Error/' or your computer may stop re- 
sponding (hang) while displaying the 
"Windows is Shutting Down" message. 

Translation: When you try to shut down a 
computer that is running Win98 and the floppy 
drive light is on, you may experience one or 
more of these symptoms. Your antivirus pro- 
gram is causing the computer to stop respond- 
ing when you shut down. 

Solution: Contact the manufacturer of your 
antivirus program to inquire about the availabil- 
ity of a fix for this issue. 

To work around this issue, configure your 
antivirus program not to scan floppy disk drives 
when you shut down your computer. 

File Missing Or Damaged 

Error Message: "The Windows registry or 
SYSTEM.INI file refers to this 
device file, but the device file no 
longer exists. A Windows virtual 
device driver (VxD) referenced in 
the System.ini file or registry is 
missing or damaged." 

Translation: At startup, you may 
receive the error message stating a file 
is missing. (NOTE: The specific file may 
not be named.) 

This error message can occur for 
either of the following reasons: 

• One of the Static VxD values in the 
Registry contains invalid data. For 
example, the value is blank or con- 
tains only spaces. In this case, the 

missing device driver is not named 

in the error message. 

Solution: Follow each step below until you 
don't get the error any longer: 

• If you have recently removed a program or 
component, reinstall the program or compo- 
nent, and then run the uninstall tool, if one is 
available. If no uninstall tool is available for 
the program or component, contact the manu- 
facturer to obtain instructions on uninstalling. 

• If the missing device driver has a .386 exten- 
sion, disable the line referring to this device 
driver in the System.ini file by placing a 
semicolon at the beginning of the line. For 
example, where XX is the file name and the 
line referencing the missing device driver 
reads: device=XX.386, change the line to 
read: ;device=XX.386. 

• If the missing device driver has a .VXD exten- 
sion, it is a driver designed for use with 
Win98 and is referenced in the Registry. In 



most cases, a program or component with 
drivers designed for use with Win98 will also 
be listed in the Add /Remove Programs tool 
in Control Panel. Following the instructions 
in the first step should correct the problem. 
If the error message still occurs after follow- 
ing the instructions above, or it does not 
apply, extract the missing file from the Win98 
CD-ROM as follows: Click Start, point to 
Programs, point to Accessories, point to 
System Tools, and then click System Infor- 
mation. On the Tools menu, click System File 
Checker. Click Extract One File From Instal- 
lation Disk, type the name of the file you 
want to extract in the Specify The System File 
You Would Like To Restore box, and then 
click Start. In the Restore From box, type the 
path to the Win98 folder on the Win98 CD- 
ROM. Type the destination folder in the Save 
File In box if necessary, and then click OK. 





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Applications as seemingly stable as Windows Explorer can trigger 
an error when shutting down Window 98. The program itself is not 
the real culprit; you'll need to look for any error codes that show up 
in order to hunt down the real problem. 



Click OK, click OK, and then click Yes when 
you are prompted to restart your computer. 

Error Message: "VMM32.VXD Is Re- 
quired to Run Windows. . ." 

Translation: This problem may happen if 
the C:\WINDOWS\System folder is missing 
or renamed, or if the PATH line in the 
Autoexec.bat file is missing or does not include 
the C:\WINDOWS\System folder. 

Solution: Try this first: At the command 
prompt, type dir vmm32.vxd Is. If the 
Vmm32.vxd file is not found, you must install 
Win98 again. If the Vmm32.vxd file is found, 
note the folder in which it is located and then 
continue with the next step. 

At the command prompt, type the following 
commands; press ENTER after each command: 

cd windows 

ren [folder] system 



(\folder] should be the name of the folder you 
took note of.) Restart your computer. If this 
method doesn't work, try this: Using a text edi- 
tor (such as Notepad), edit the Autoexec.bat file 
and add or modify the PATH line so that it 
includes the C:\WINDOWS\System folder. For 
example, add the following line to your 
Autoexec.bat file: path=c:\windows\system. 

Error Message: "TASKMON caused an 
invalid page fault in module KER- 
NEL32.DLL," or "EXPLORER caused an 
invalid page fault in module KER- 
NEL32.DLL." 

Translation: When you attempt to start or 
shut down Win98 or start Windows Explorer, 
you may receive one of the error messages. 

This can happen if log files in the C:\WIN- 
DOWSXApplog folder are damaged. When you 
shut down Win98, the Task Monitor tool 
attempts to update the log files, and 
when it can't, the error message occurs. 
Solution: Double-click My Com- 
puter on the Desktop. Double-click 
the drive that contains the Windows 
folder. On the View menu, click 
Folder Options. 

Click the View tab. Under the 
Hidden Files section, click Show All 
Files. Click OK. 

Double-click the Windows folder. 
Right-click the Applog folder, click 
Rename, type a new name for the 
folder (such as Applog2), and then 
press ENTER. Restart your computer. 
The Applog folder and log files are re- 
created automatically. 



Error Message: "Msgsrv32 Caused a 
General Protection Fault in User.exe" 

Translation: This error message may show 
up when you shut down. This behavior can 
occur if you have faulty computer hardware or a 
damaged driver or program, or if Windows' 
core files are damaged. 

Solution: To work around this behavior, 
you must first determine whether it is caused 
by software or hardware. If you restart your 
computer in Safe Mode and the error message 
does not occur, the origin is more likely to be a 
driver or program. If you restart your comput- 
er in Safe Mode and the error message does 
occur, the issue is more likely to be hardware 
or damaged Windows core files. Restart your 
computer in Safe Mode. Test your computer in 
Safe Mode. If you don't get the error message, 
use the following steps with the System 



56 • PC Errors 



Windows 98 



Configuration utility to identify which pro- 
gram or driver is causing the error message: 
Click Start, point to Programs, point to 
Accessories, point to System Tools, and then 
click System Information. On the Tools menu, 
click System Configuration Utility. On the 
General tab, click Selective Startup, and then 
click to clear the following checkboxes: 

• Process Config.sys File 

• Process Autoexec.bat File 

• Process Winstart.bat File (if available) 

• Process System.ini File 

• Process Win.ini File 

• Load Startup Group Items 

Click OK and restart your computer. After 
you restart and test your computer, if you still do 
not receive the error message, try the next steps: 

• Identify the entry that is causing the error 
message. 

• Run the System Configuration Utility again. 
Click to select one check box under Selective 
Startup, click OK, restart your computer, and 
then test. 

• Continue this process until you have selected 
all of the items under Selective Startup. 

If you select an item and the issue occurs, 
click the tab for the corresponding Selective 
Startup item, clear half of the check boxes, click 
OK, and then restart your computer. Continue 
this process until you locate the setting that is 
causing the issue. 

If you can restart your computer success- 
fully when all of the items are selected, run 
the System Configuration utility, click 
Normal Startup, click OK, and then restart 
your computer. 

Reinstall Windows Errors 

Error Message: "Error Loading User.exe. 
You Must Reinstall Windows" 

Translation: You may get this error if the 
Ddeml.dll file is missing or corrupted. 

Solution: Start your computer with the 
Windows Startup disk. Choose Start Win98 
With CD-ROM Support from the Startup menu 
and then press ENTER. 

Type the following command and then press 
ENTER: extract [drive]:\wm%\wm%_xx.cab 
ddeml.dll IX c:\windows\system ([drive] is the 
CD-ROM drive containing your Win98 CD- 
ROM and xx is 28 if you are running Win98 
Second Edition, or 31 if you are running 
Win98). Remove the Startup disk and restart 
the computer. 



Error Message: "Error Loading Kernel. 
You Must Reinstall Windows." Then, 
after you receive this error message, 
Windows quits. 

Translation: You may get this error mes- 
sage when you start Windows. 

Solution: To resolve this situation, extract a 
new copy of the Kernel32.dll file from your 
original Windows disks or CD-ROM. To do so, 
follow these steps: 

• Restart your computer. Press and hold 
down the CTRL key while your computer 
restarts until you see the Win98 Startup 
menu, and then choose Command Prompt 
Only. Type the following commands, press- 
ing ENTER after each line: 
cd\windows\system 

ren kernel32.dll kernel32.xxx 

• Extract a new copy of the Kernel32.dll file 
from your original Windows disks or CD- 
ROM to the C:\WINDOWS\System folder 
by typing extract [dnz;e]:\win98\ker- 
nel32.dll /l c:\windows\system (where 
[drive] is the CD-ROM drive containing your 
Win98 CD-ROM). Press ENTER and restart 
your computer. 

Error Message: "Error Loading GDI.EXE. 
You Must Reinstall Windows" 

Translation: Windows may stop respond- 
ing (hang) when you start up. The Bootlog.txt 



file shows a "loadfail" status for all font files. 
This error can occur if the Fonts folder is re- 
moved from the Windows folder. 

Solution: To resolve this situation, reinstall 
Windows or boot the computer with a Win98 
Startup disk with CD-ROM support. (Or 
choose Command Prompt Only from the 
Windows 95/98 Startup menu if you have 
real-mode CD-ROM drivers installed or if you 
have a copy of the Windows source files on 
your hard disk). Type the following com- 
mands, pressing ENTER after each command: 
md c:\windows\fonts 
attrib +s c:\windows\fonts 
extract /a d:\win98\win98_22.cab *.fon IX 

c:\windows\fonts 
extract /a d:\win98\win98_22.cab *.ttf IX 

c:\windows\fonts 

Reboot the computer. If the Fonts folder 
exists, just use the extract commands to extract 
the fonts into the folder. 

Error Message: "Error Loading GDI.EXE. 
You Must Reinstall Windows" 

Translation: When you start Win98, you 
may receive this error message. After you 
receive this error message, the computer may 
stop responding (hang) or restart. This behav- 
ior may also occur when you start Win98 in 
Safe Mode. 



Most Hilarious Error Message 



Reload Windows 

There's actually nothing hilarious about having to reinstall Windows, but the recom- 
mendation shows up quite often in Windows error messages. 

Fortunately, reinstalling Windows doesn't always mean starting over with a newly for- 
matted hard drive and losing all your work. Reinstalling Windows doesn't change your 
currently installed programs 
unless one of those programs has 
previously replaced a Windows 
system file. If a program does not 
work correctly after you reinstall 
Windows, reinstall the program, 
but remember that the program 
may be replacing one or more 
Windows system files. 

To reinstall Win98 system files, 
reinstall Windows from your origi- 
nal installation media. 

Often, using the System File Checker utility (sfc.exe 
tings intact. 



Error Loading Kernel 
You Must Reinstall Windows 



I leave your Registry set- 



Alternatively, it may be possible to simply replace a Windows OS file that is damaged 
by extracting it from the installation CD. □ 



PC Errors • 57 



Windows 98 



This behavior can occur if you are using a 
VGA video adapter driver and one or more of 
the following files are missing or damaged: 

Vgasys.fon 

Vgaoem.fon 

Vga850.fon 

Solution: To resolve this issue, rename the 
Vgasys.fon, Vgaoem.fon, and Vga850.fon files (if 
they exists) in the C:\WINDOWS\Fonts folder, 
and then extract new copies of the Vgasys.fon, 
Vgaoem.fon, and Vga850.fon files from your 
original Win98 CD-ROM to the WindowsXFonts 
folder (using the method outlined in the above 
error message). 

Device Failed Errors 

Error Message: "VFAT Device Initiali- 
zation Failed. A device or resource re- 
quired by VFAT is not present or is 
unavailable. VFAT cannot continue 
loading. System halted." 

Translation: You may receive the error 
message on a blue screen when you start 
your computer. It can be caused if: the 
Ifshlp.sys file is missing from the Windows 
folder; if the Config.sys file contains a line 
that points to a previous version of the 
Ifshlp.sys file; if the following Ifshlp.sys 
statement is deleted from the Config.sys file 
after you reinstall Windows: DEVICE=C:\ 
WindowsMfshlp.sys; if the [Paths] section in 
the Msdos.sys file is incorrect; if a Win- 
boot.ini file from a previous incomplete - 
installation is present in the root folder on your 
Startup disk; or if a "maxfilecache = 4096" line is 
present in the System.ini file. 

Solution: Extract a new copy of the file from 
your original Windows CD-ROM to the 
Windows folder using the System File Checker 
utility outlined in the 'The Windows registry or 
SYSTEM.INI file refers to this device file, but the 
device file no longer exists. A Windows virtual 
device driver (VxD) referenced in the System.ini 
file or registry is missing or damaged" error 
message above. 



Setup while the Copying Files dialog box is dis- 
played. The Dial-Up Networking files are not 
copied to the hard disk, but the file names are 
added to the Registry. When the computer is 
restarted, the files are requested and cannot be 
found. This is followed by a list of missing files. 

Solution: Copy down any of the information 
you have your dialup configurations; it will all 
be lost when you reinstall the dialup adapter. 

To resolve this problem, remove and then 
reinstall Dial-Up Networking. To do so, follow 
these steps: Click Start, point to Settings, and 
then click Control Panel. In Control Panel, dou- 
ble-click Add/Remove Programs. Click the 
Windows Setup tab, and then click Communi- 
cations. Click Details, and then click to clear the 
Dial-Up Networking check box. 

NOTE: If you receive the Ndiswan.vxd error mes- 
sage, click to clear the Virtual Private Networking 
checkbox only. 



Registry Edit View Help 



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Error Message: "Cannot Find a Device 
File That May Be Needed to Run Win- 
dows or a Windows application/' After 
you acknowledge this error message, 
Windows starts normally, but without 
Dial-Up Networking functionality. 

Translation: You may see this if you install 
Dial-Up Networking, Dial-Up Adapter, or 
Virtual Private Networking and then cancel 



Some fixes to startup and shutdown problems require 
editing Win98's Registry. Use regedit.exe to first make a 
copy of your current version with the File/export function, 
then carefully follow the instructions provided for the fix. 

Click Close, click OK, and then click Apply. 
When you are prompted to restart Windows, 
do so. 

Click Start, point to Settings, and then click 
Control Panel. In Control Panel, double-click 
Add/Remove Programs. Click the Windows 
Setup tab, and then click Communications. 
Click Details, and then click to select the Dial- 
Up Networking check box. 

NOTE: If you cleared the Virtual Private 
Networking checkbox, click to reselect it. 

Click Close, and then click OK. If you are 
prompted to restart Windows, do so. If any addi- 
tional protocols are necessary, add the protocols 
by using the Network tool in Control Panel. 



Error Message: "Your display adapter is 
not configured properly/' 

Translation: You may see this particular 
error message when you start Win98 after a 
new installation. It can appear for the follow- 
ing reasons: 



• A PCI display adapter or ISA display adapter 
may appear as a disabled device in Device 
Manager. 

• When your computer automatically restarts 
for the second time during Win98 Setup, but 
before Win98 is completely started, the infor- 
mation displayed on the screen may appear 
distorted. Even though you may not be able 
to read the information on the screen, Win98 
starts successfully. This can happen if the ISA 
display adapters may not be detected proper- 
ly when you upgrade a Win95-based comput- 
er with an integrated PCI display adapter. 
Solution: To resolve this issue, verify that 

your integrated PCI display adapter is disabled 
and then reinstall your ISA display adapter. To 
do so, use the following steps: 

• Verify that your integrated PCI display 
adapter is disabled. For information about 
how to do so, view the manufacturer's docu- 
mentation included with your integrated 
PCI display adapter. 

• Click Start, point to Settings, click Control 
Panel, and then double-click Add New 
Hardware. Windows should find the 
new display adapter and install it. 

Error Message: "Hard Disk Errors 

Caused by Damaged Data or 

Physical Damage" or "Serious Disk 

Error Writing Drive <XX>" or 

"Data Error Reading Drive <XX>" 

or "Error Reading Drive <XX>" or 

"I/O Error" or "Seek Error - Sector 

not found" 

Translation: You may receive one of these 

error messages when you are starting or 

using your computer. These error messages 

indicate either damaged data or physical 

damage on the hard disk. 

Solution: To test the hard disk (where XX 
is the drive name), run ScanDisk. To run 
ScanDisk from within Windows, click Start, 
point to Programs, point to Accessories, 
point to System Tools, and then click 
ScanDisk. Click the drive you want to exam- 
ine for errors. 

Click Thorough and then click Start. 
Running ScanDisk with the Thorough option 
selected examines the hard disk for physical 
damage. If damaged data is detected, 
ScanDisk gives you the option to save the 
damaged data to a file or to discard the data. 
Be prepared to let the ScanDisk run for a long 
time if you have a large disk. 

To run ScanDisk from a command prompt 
outside of Windows, click the Start button, 



58 • PC Errors 



Windows 98 



click Shut Down, Restart The Computer In 
MS-DOS Mode, and then Yes. 

Type scandisk <XX>: at the command 
prompt (where <XX> is the letter of the hard 
disk you want to check) and press ENTER. 
When ScanDisk finishes its initial check, it 
prompts you to perform a surface scan on the 
drive. Click Yes or press ENTER. 

If ScanDisk is unable to repair damaged 
data or indicates that the hard disk has 
physical damage, you may need to have the 
disk replaced. 

Error Message: "Cannot Shut Down 
Windows with USR USB Modem and 
ATI Rage 128 Video Adapter" 

Translation: If you connect an external US 
Robotics 56K USB modem to your computer 
and install the latest drivers and you have an 
ATI Rage 128 video adapter installed, you 
may not be able to shut down Windows and 
you may receive errors. 

This issue can occur because of an incom- 
patibility with some US Robotics 56K USB 
modem drivers and earlier ATI Rage 128 
video drivers. 

Solution: Install version 4.11.6114 or later of 
the ATI Rage 128 video drivers (available at 
www.ati.com). 

Error Message: "Problems Restarting 
Computer with Device Using IRQ 12" 

Translation: When you try to restart your 
computer using the Restart The Computer 
option in the Shut Down Windows dialog box, 
your computer may stop responding (hang). 
You might experience this on computers with 
a BIOS (Basic Input/Output System) that 
expects IRQ 12 to be in use by a PS/2-style 
mouse port, but instead have a software- 
configurable hardware device (such as a Plug 
and Play adapter) using IRQ 12. 

Solution: To work around this problem, 
reserve IRQ 12 in Device Manager, or change 
the IRQ for the software-configurable device in 
Device Manager. If you are able to upgrade the 
BIOS in your computer to a later version, this 
would be a better solution. 

To reserve an IRQ with Device Manager, 
follow these steps: 

• In Control Panel, double-click System. On 
the Device Manager tab, double-click 
Computer. On the Reserve Resources tab, 
click the Interrupt Request (IRQ) option, 
and then click Add. In the Value box, click 
the IRQ you want to reserve. 

• Click OK until you return to Control Panel. 



Most Common Error Message 



Windows Protection errors are common for many reasons, as they are a kind of 
catch-all for problems in various parts of Windows. 
You'll see Windows Protection error messages under any of these conditions: 

• If a real-mode driver and a protected-mode driver are in conflict 

• If the Registry is damaged 

• If either the Win.com file or the 



While initializing device XX 
Windows Protection Error 



Command.com file are infected with 
a virus, or if either file is damaged 

• If a protected-mode driver is loaded 
from the System.ini file and the dri- 
ver is already initialized 

• If there is a physical I/O (input/out- 
put) address conflict or a RAM address conflict. 

• If there are incorrect CMOS (complimentary metal-oxide semiconductor) settings for a 
built-in peripheral device. 

• If the Plug and Play feature of the computer's BIOS (Basic Input/Output System) is not 
working correctly. 

• If the computer contains a malfunctioning memory. 

• If the computer's motherboard is not working properly. 

• If you installed Microsoft Office 97 and you are using the Novell Client 32 software 



Error Message: "MSGSRV32.EXE Caused 
a General Protection Fault in module 
CM8330SB.DRV," or "EXPLORER caused 
a general protection fault in module 
CM8330SB.DRV," or "Iexplore caused an 
general protection fault in module 
cm8330.drv" 

Translation: When you shut down or 
restart your computer, you may receive one of 
these error messages and your computer may 
stop responding (hang). This issue can occur if 
your computer uses a sound card or a modem 
that is based on the C-Media CMI8330 sound 
chip. This sound chip is used as the basis for 
several sound cards and some modems. 

Solution: Contact the manufacturer of your 
sound card or modem to inquire about the avail- 
ability of an updated driver for your sound card 
or modem. 

NOTE: You can also try to use the C-Media 
Win98 sound card driver version 4.10.00.0152 or 
later. This driver is available at www.cmedia.com.tw. 

Restart your computer in Safe mode and 
press and hold down CTRL until you see the 
Win98 Startup menu and then choose Safe 
Mode. Click Start, point to Settings, click 
Control Panel, and then double-click System. 
Click the Device Manager tab. 

Double-click the Sound, Video And Game 
Controllers branch to expand it. 



Click your sound card and then click 
Properties. On the Drivers tab, click Driver File 
Details. Check to see that you are using the 
Cm8330sb.drv driver. On the General tab, click 
to select the Disable In This Hardware Profile 
check box. Click OK, and then click Close. 
Restart your computer normally. 

Error Message: There is no specific mes- 
sage, but your computer stops responding 
when you try to shut it down. 

Translation: This problem can occur if 
your computer uses ACPI (Advanced Configu- 
ration and Power Interface) and the Fast 
Shutdown feature is disabled. 

Solution: This fix is contained in late ver- 
sions of Windows Service Packs. Install all ser- 
vice packs by going to . To work around this 
problem, enable the Fast Shutdown feature. To 
do this, click Start, point to Programs, point to 
Accessories, point to System tools, and then 
click System Information. 

On the Tools menu, click System Configu- 
ration Utility. On the General tab, click Ad- 
vanced. Click the Disable Fast Shutdown check 
box to clear it, click OK, and then click OK 
again. Click Yes when you are prompted to 
restart your computer. H 

by Scott Koegler 



PC Errors • 59 



Windows 98 



Windows 98 
Hardware Errors 

Decipher The Undecipherable 



When it was introduced, Windows 98 
was a step up from Windows 95, 
offering new features, new errors, 
and new annoyances. But that was six years 
ago; ancient, by technology standards. 
Microsoft still offers support for Win98, but 
many third-party developers do not, which 
creates a troublesome situation for any com- 
puter user still using Win98. Getting new dri- 
vers or updated products can be all but 
impossible. That much aside, the fact that 
some people still use Win98 makes a clear 
statement about the venerable operating sys- 
tem's staying power and its ability to per- 
form as needed in most situations. 

But, let's face it: Few things can be more dis- 
couraging than trying to figure out a problem 
whose solution repeatedly escapes you. No 
end of stress and frustration can come from a 
critical error that crashes your computer every 
time you fix it. Win98 was good for its time, 
but for every good feature it had, there was a 
major bug just around the corner waiting to be 
found; a problem some users still deal with 
today. Fortunately, Microsoft's Support Center 
and Knowledge Base both continue to provide 
some help in correcting errors and problems 
with Win98. Compiling a list of every error 
found in Win98 and how to correct them all is 
a monumental task, but read on for a variety of 
different hardware-related errors that most 
users will encounter sooner or later. 

Driver Errors 

Computer drivers are system files that 
dictate how a computer interacts with its 
hardware; these files enable the computer to 
communicate with and control all of its 
installed hardware. Errors with malfunc- 
tioning hardware are commonly caused by 
problems with drivers, so it is important to 
keep drivers current and monitor them for 
conflicts with more recently-installed drivers. 

Error Message: "CD-RW is not under 
Direct CD's control" 

60 • PC Errors 



Translation: This error may 
show up if you try to perform 
a write action and you have 
a Ricoh CD-RW drive and 
are running Adaptec's K 

DirectCD software. Your B 
system lacks an up-to-date Et 

Adaptec driver, which prevents M 

it from communicating properly 
with the CD-RW drive. 

Solution: To correct this error, you need 
to get a current version of the Adaptec dri- 
ver. Many of Adaptec's programs are now 
handled by Roxio, however, so you'll need to 
contact them to get the driver. When Roxio 
took over programs in the Adaptec product 
line, it bundled DirectCD into the Easy CD 
& DVD Creator software package. All of this 
may seem a bit confusing, but the good 
news is that support for this program hasn't 
gone away, it has simply switched names 
and locations. 

To download the updated driver file for 
DirectCD, go to www.roxio.com/en/sup 
port/ecdc/software_updatesv6.jhtml#A 
and click the bottom download link. You 
will need to register at the Roxio Web site 
in order to access the download, but once 
that is done, run the EXE file that downloads 
to your computer. 

After all of this, the issue should be fixed. 
If not, you may want to consider upgrading 
to a more current product, such as Roxio's 
Easy CD & DVD Creator 7. 

Error Message: "Error writing to LPTx 
for Printer XX, there may be a problem 
with the Network or password is incor- 
rect." Or when you install a printer, 
you may not be able to print after you 
restart the computer. 

Translation: This problem can happen 
when devices have drivers that were loaded 
into the [386Enh] (which stands for 386 
Enhanced Mode, an operational mode in 
older Windows versions) section of the 




Registry files. According to Microsoft's 
Support Center, the following devices are 
known to have this problem: 

Cisl284.386 from Canon Multipass 

Lex01.386 from Lexmark 

Lexsw2.386 from Lexmark 

Mpass.386 from Canon Multipass 

Okiport.386 from Okidata laser printers 

Sumovmi.386 from Panasonic KXP-6100 

laser printers 

Vcpd.386 

Vecpd.386 from Netscape Navigator 

Hpypeppy.386 from HP 

Solution: To fix this problem, you need to 
change your system.ini file to correct the way 
the devices were entered. To make this 
change, open the Start Menu and go into the 
Program section. Click the Accessories sub- 
menu, and you should be able to open the 
Windows Explorer. Within the Windows 
Explorer, click on the Windows folder, and 
locate the System.ini file. 

Right-click System.ini, and choose to open 
it with Notepad. (Be careful not to make any 
other changes to the file.) Find the [386Enh] 
section, and then Microsoft Support Center 
suggests disabling the following lines by 
adding a semicolon (;) at the beginning of 
the line: 

• DEVICE=<path>\Cisl284.386 

• DEVICE=<path>\Lex01.386 

• DEVICE=<path>\Okiport.386 

• DEVICE=<path>\Sumovmi.386 



Windows 98 



...:■.!,.■■.. 

■■ ' ■'■ : ' : 

Track: | 
Total Play: 00:00 m:s |Track: 00:00 t. 



A malfunctioning CD drive 
can cause this error. 



• DEVICE=<path>\Vcpd.386 

• DEVICE=<path>\Vecpd.386 

After making any necessary corrections, 
save and exit the file. Then restart your 
computer. If the problem persists, return to 
the system.ini file and disable any line in 
the [386Enh] section that ends in an exten- 
sion .386. 

Error Message: "Spool32 caused 
an invalid page fault in module 
WNPP32.DLL" when trying to print 
on a LANtastic network printer. 

Translation: This error is caused by a 
driver problem with your printer, causing a 
communication error between your computer 
and the network printer. It can be caused by 
either an error in your real-mode LANtastic 
drivers, or your Artisoft Lantnet drivers may 
be out-of-date. 

Solution: To correct the 
possible errors, you need 
to either fix your LANtastic 
drivers or you need to get 
an updated version of the 
Artisoft Lantnet driver. 

To fix the LANtastic dri- 
vers, you will need to edit the 
Startnet.bat file in order to dis- 
able its "net use lptx" statement. To find the 
file with the search tool, go into the Start 
Menu and select Find. Click on the Files or 
Folders option, and type startnet.bat into the 
Name box. Click Find Now. After a quick 
search, the file should appear in the list of 
found files. 

Right-click this file and select Properties 
from the menu of options. If Read Only is 
checked, click it to remove the check and 
allow the file to be edited. Then right-click 
the file again and open the file with the 
Notepad text editor. Inside the editor, press 
CTRL-F to bring up the search tool. In the 
find field, type net use lptx and click on the 
Find button. This should place the cursor at 
the proper statement; if it does not, make 
sure the case-sensitive box is not checked and 
the phrase was typed correctly. When you 
find the statement, type rem before it to edit 
the statement out. Save and close the file, and 
then restart your computer. (If this change 
causes errors, you can easily undo the change 
by deleting the newly added "rem.") 

If this doesn't work, you may need to 
change the driver. To get an up-to-date 
Lantnet driver, you will need to contact 




I I I IBI 



~3 



Artisoft. Contact information is available at 
www.artisoft.com, though we could not find 
updated drivers on that site. 

Error Message: "Please insert an audio 
compact disc," or "Data or no disc 
loaded" when trying to run the 
Microsoft CD player. 

Translation: Your computer is unable to 
read the CD in your CD drive. This may 
mean there is a problem with your CD or 
your CD drive, but most likely it means that 
there's a problem with your driver. 

Solution: The first thing you should 
check in an instance such as this is the condi- 
tion of the CD in the drive. If there is no CD 
in the drive, or the CD is damaged or con- 
tains an error with the data, then the fault 
isn't with your hardware; you simply need to 
replace the compact disc. If you have multi- 
ple CD drives, try putting the 
disc in a different drive and 
check to see if the player will 
read it then. 

If everything with the phys- 
ical media seems to be in 
order, it's worth reinstalling 
the driver to correct any pos- 
sible errors with it. Access 
your Control Panel (go to the 
Start Menu, click Settings, and then select 
the Control Panel). Select the Multimedia 
icon and click the Devices tab. Find the 
Media Control Devices 
branch in the displayed 
tree and click it to ex- 
pand it. Then select the 
CD Audio Device con- 
trol, and click the Prop- 
erties button. 

From this point, click 
Remove and then Yes 
when prompted. Click 
OK twice, and you will 
have to restart your 
computer. 

When your computer 
has been restarted, go back into the Control 
Panel (from the Start Menu, click Settings 
and the Control Panel). Instead of going back 
to Multimedia, this time double-click the 
Add New Hardware icon. Click Next twice, 
and choose the option to select the new hard- 
ware from a list. Select the sound controllers 
from the list and click the Next button. Then, 
in the list of manufacturers select Microsoft 
MCI, and in the list of models click the CD 





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Audio Device. Then click Next and Finish, 
then select Yes. 

Go back into the Control Panel once again 
and select the System icon this time. Go into 
the Device Manager by selecting the appro- 
priate tab at the top, and then click the plus 
sign (+) next to the CD-ROM branch to ex- 
pand its options. Select the CD-ROM drive 
from the available options, and select the 
Properties button. From there, click the 
Settings tab and choose the option to clear 
the DMA (direct memory access). Then click 
OK twice. Now your driver should be 
successfully reinstalled, which should 
correct any problems you're having with the 
CD-ROM drive. 

If none of this worked, however, it is quite 
possible you have a problem with the CD 
drive itself. If this turns out to be the case, the 
easiest solution would just be to replace the 
defective drive with new hardware. 

System Registry Errors 

The system Registry files dictate what pro- 
grams are installed and loaded upon startup. 
Errors in these files can cause software to be 
loaded improperly, and can cause malfunc- 
tions with different hardware interfaces. 
Changing these files can be dangerous if 
done carelessly because it can remove inte- 
gral parts of your operating system. It is 
always a good idea to make a backup copy 
of these files before changing them, and 
take care to only make 
specific changes. 



Use Windows 98's Find command to 
track down critical system files. 



Error Message: "Can- 
not find autorun.exe" 
when trying to ac- 
cess a hard drive; the 
hard disk icon in My 
Computer appears as 
a CD drive icon. 

Translation: This 
error occurs when you 
have an autorun file in 

the root directory of your hard drive. 

Autorun files are files that cause a CD to 

automatically load up and start running 

a program when a disc is placed in the 

CD drive. 
Solution: Fixing this problem is relatively 

simple. All that is required is to find the 

affected file and rename it. 
The file should be located in the root 

directory (the very first folder in the drive, 



PC Errors • 61 



Windows 98 



which contains all the other folders and files 
on the hard drive; typically labeled "G") of 
the affected hard drive. To find the file, you 
can do one of two things: Search for the file 
manually, or use Win98's built-in search 
capabilities. 

To find it manually, first go into My 
Computer (go to the Start Menu and click 
the My Computer icon). Within the My 
Computer folder, open the affected hard 
drive, which should put you in the root 
directory. In the list of files shown, you 
should be able to find Autorun.inf . 

To find the file with the search tool, go into 
the Start Menu and select Find. Click the 
Files or Folders option, and type autorun.inf 
into the Name box. Click Find Now. After a 
quick search, Autorun.inf should appear in 
the list of found files. Right-click this file and 
select Properties from the menu of options. If 
Read Only is checked, click it to remove the 
check and allow the file to be edited. Then, 
right-click the file again and select the 
Rename option. Rename the file to autorun.x 
and press ENTER. This will hide the file from 
any processes looking for it without deleting 
any necessary data. 

When you restart your computer, your 
hard drive should resume working normally. 

Error Message: Windows does not 
detect Some Plug and Play pointers, 
and running the Add New Hardware 
Wizard does not correct the problem. 

Translation: Certain Plug and Play 
devices (such as the Microsoft Plug and Play 
Serial Mouse, Microsoft EasyBall, Microsoft 
IntelliMouse) don't work with Win98 because 
the system does not automatically recognize 
them when they are first installed. This prob- 
lem occurs because your computer's Registry 
files still contain entries for a different kind 
of pointing device, so Windows does not 
install the new ones. 

Solution: Correcting these problems 
requires editing your Registry files. Always 
make a backup copy of your Registry files 
(System.dat, User.dat) before editing them, 
whatever the circumstances. 

The first step to correcting your Registry 
files is to save them. Click the Start button 
and select the Run option. In the text box, 
type regedit and click OK. This will bring up 
the Registry menu; select Export Registry 
File. When saving the Registry file, be sure to 
save it in a location you are familiar with 
and use frequently, such as the Desktop or a 



Most Hilarious Error Message 



Error Message: Win98 reboots continuously or locks up with more than 1 .5GB of memory. 

Translation: Win98 was never designed to handle as much memory as is commonly 
available today; 1GB is too much for it and actually causes it to become less stable, even 
causing critical errors like a perpetual reboot cycle or simply locking up. 

Solution: The easiest solution to this problem is to not install so much memory on a 
machine running Win98: If your computer's processor is capable of dealing with that 
amount of RAM, you should consider upgrading to a more suitable operating system. 
However, if you have already invested in the superfluous RAM, and can't upgrade to 
Windows 2000 or XP, then there is a solution for you. 

If you add "MaxPhysPage=400000" to the [386enh] section of the System.ini file, you 
will limit the amount of RAM that Win98 has access to. This intentionally disables the addi- 
tional RAM, making it even more worthless with the older OS. To make this change, go 
into the Start Menu and go into the Programs section. Click on the Accessories submenu, 
and you should be able to open the Windows Explorer. Within the Windows Explorer, click 
the Windows folder and locate the System.ini file. 

Right-click System.ini, and choose to open it with Notepad (be careful not to make any 
other changes to the file). Find the [386Enh] section, and add the line 
"MaxPhysPage=400000" in it. Save the file, close it, and restart your computer. □ 



Registry Edit View 



^ 



j HKEY_CLASSES_ROOT 
] HKEY_CURRENT_USER| 
] HKEY_LOCAL_MACHn| 
] HKEYJJSERS 
] HKEYJIURRENTJIONI 
] HKEY_DYW_DATA 



Data 



Tread lightly in the Registry Editor, and always 
back up your Registry before making changes. 

folder of personalized documents. Name the 
file something meaningful that will be easy 
for you to remember, such as Registrybak, 
and save it. 

NOTE: Taking the extra minute to perform 
this backup before any Registry change, no matter 
how minor the change may seem, can save you 
quite a lot of heartache down the road. We recom- 
mend that you always back up the Registry before 
attempting any Registry fix. 

The next step is to remove the Registry 
entries that no longer apply to your com- 
puter's current setup. The entries to look 
for, according to the Microsoft Support 
Center, are: 

HKEY_LOCAL_MACHINE\SYSTEM\ 
CURRENTCONTROLSET\SERVICES\CLASS 
\MOUSE\<nmm>, where <nnnn> is an incre- 
mental four-digit number that starts at 0000. 



If they exist, also remove: 

HKEY_LOCAL_MACHINE\ENUM\ 
ROOT\MOUSE\<nnnn>; again, where 
<nnnn> is an incremental four-digit number 
that starts at 0000. 

Both of the following Registry keys also 
need to be removed, if they are there: 
HKEY_LOCAL_MACHINE\ENUM\ 
Serenum 

HKEY_LOCAL_MACHINE\SOFT- 
WARE\LOGITECH\Mouseware 

Then go back to the Desktop, right-click 
the My Computer icon, and select Properties. 
Select the Device Manager section from the 
tabs above. In the list of system devices, 
select each pointing device and press the 
Remove button, and then click OK. When 
you restart Windows, the system should 
automatically detect the connected pointers 
and they should begin to work. 

Error Message: "Unable to open port" 
when trying to use the Angia PCMCIA 
(Personal Computer Memory Card 
International Association) modem. 

Translation: This error occurs because 
the software included with the modem has 
created an invalid entry in your computer's 
System.ini file (which is an initialization file 
that stores configuration data). Correcting 



62 • PC Errors 



Windows 98 



the error involves editing this file to repair 
the software's error. Be as careful with this 
file as you would be with a Registry change. 

Solution: To make this change, open 
the Start Menu and go into the Program 
section. Click the Accessories submenu, and 
you should be able to open the Windows 
Explorer. Within the Windows Explorer, 
click on the Windows folder, and locate the 
System.ini file. 

Right-click System.ini and 
choose to open it with Notepad 
(be careful not to make any other 
changes to the file). Press down 
CTRL-F to start Notepad's search 
tool, and type [Boot] in the Find 
field. Run the search, which 
should set the cursor at the 
[Boot] section of the System.ini 
file. In this section, locate the line 
"Comm.drv=" and change it to 
read "Comm.drv=Comm.drv." 
Save and close the file, and then 
restart Windows. 



an LS-120 drive, despite having addi- 
tional space on the drive and having it 
set as write-enabled. 

Translation: A file called Tgrmcvsd.vxd' 
is being improperly loaded from your com- 
puter's hard drive, which is preventing the 
drive from writing data properly. 

Solution: Fixing this problem is relatively 
simple, and quite comparable to the "Cannot 



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Loading Errors 

Load processes on your sys- 
tem can create problems if they 
are in error, as they can load 
components of your computer improperly. 
This can create errors in the way your system 
reads from the different drives to which it is 
connected. Fortunately, these errors are often 
easy to correct. 

Error Message: "Cannot copy file to 
disk, the disk may be full or write-pro- 
tected," when trying to write data with 



Windows 



IfcJSysmon 
|*| System. 000 
system. 001 
g| system. 002 
|a| System, cb 
j] System, d at 

f 1 Taskman 

If) Telephon 
dJ Telnet 

® Tips 

^Tour9S 

,Q Triangles 
V]ts.dll 

BtsS2.dll 

ttfCache 

j|| Tuneup 



7KB Text Document 

3KB QTWFile 

SO KB App 

2KB 000 File 

3KB 001 File 

3KB 002 File 

1KB CBFile 

4,145... DAT File 

3 KB Configuration Se... 

4SKB Application 

2SKB Application 

1KB Configuration Se... 

76KB Application 

1KB Windows BMP I... 

12KB Text Document 

1KB MS-DOS Batch... 

1S4KB Application 

20KB Application 

1KB Windows BMP I... 

12KB Application Exte... 

5KB Application Exte... 

22KB Application Exte... 

2fiKB File 

108 KB Application 



| Modified 



5/11/98 8:01 PI 
6750/99 10:09 E 
5/11/98 8:01 PI 
4/30/98 10:33. 
12/19/98 fi:25E 
12/19/9S7:13E 
6729/99 8:47 PI 
2/13/04 2:06 A! 
2/13/04 1:53 A! 
5/11/98 8:01 PI 
5/11/98 8:01 PI 
11/30/98 5:52 I 
5/11/98 8:01 PI 
5/11/98 8:01 PI 
5/11/98 8:01 PI 
11/19/99 12:18 
5/11/98 8:01 PI 
5/11/98 8:01 PI 
5/11/98 8:01 p| 
9/11/98 12:45 EJ 
6/9/98 9: 15 AIv 
6/9/98 9: 13 AIV 
1/2/04 12:34 A: 
5/11/98 8:01 JPj 
■ A 



Windows Explorer can help you find the System.ini file, which may be the 
cause of an "Unable to open port" error. 



find autorun.exe" error above; as with that 
error, all you need to do is find the file that's 
causing the problem and rename it. To find 
the file with the search tool, go into the Start 
Menu and select Find. Click the Files or 
Folders option, and enter Pgrmcvsd.vxd into 
the Name box. Click Find Now. After a quick 
search, the file should appear in the list of 
found files. Right-click this file and select 



Most Common Error Message 



Error Message: "The Windows 98 CD was not found in your CD-ROM drive." 

Translation: This error occurs when Win98 tries to update its system files (usually to add 
or modify a driver) and cannot find the necessary files, either on the system or on the 
Win98 CD. This error may be as simple as not having the right CD in the CD drive, but it 
typically happens when Win98 was installed from a source other than the CD, such as a 
shared network installation. 

Solution: If you have access to the Win98 CD, insert it into your CD ROM drive and click 
Retry. If you installed Win98 from a different source, you will have to locate the necessary 
folders manually. Click the Browse button and select the file folder Win98 was originally 
installed from. If the file cannot be found in either the original Windows directory or the 
Win98 CD, you may need to contact Microsoft (www.microsoft.com), or the third-party 
producers of your software to acquire the necessary driver files. □ 



Properties from the menu of options. If Read 
Only is checked, click it to remove the check 
and allow the file to be edited. Then, right- 
click the file again and select the Rename 
option. Rename the file to Pgrmcvsd.x and 
press ENTER. This will hide the file from any 
processes looking for it without deleting any 
necessary data 

When you restart your computer, your 
^^ LS-120 drive should resume 

working normally. 

Error Message: "Invalid 
Drive Specifications" after 
booting your computer from 
a floppy boot disk. 

Translation: This problem 
occurs when you do not follow 
the proper instructions for boot- 
ing from a floppy diskette while 
using a drive-overlay program. 
The drive overlay prevents users 
from accessing the hard drive if 
booting from a floppy. 

Solution: To correct this prob- 
lem, you need to load the drive 
overlay program before booting 
the computer from the floppy 
diskette; refer to the manuals and 
documentation that came with the overlay 
software for assistance in doing this. 

Hardware Setup Errors 

Some of the most common and most simple 
errors can stem from setup and connection 
errors. These typically result from hardware 
being installed improperly, either in the physi- 
cal connection or the way the hardware was 
integrated into the system. Plug and Play and 
USB (Universal Serial Bus) ports have elimi- 
nated some of the issues with hardware inte- 
gration, but in earlier systems running on 
Win98 they can still be problems. 

Error Message: "While initializing 
device vkd - Windows Protection Error 
- You need to restart your computer" 
upon startup. 

Translation: This means that the key- 
board failed to initialize on startup, and is 
generally a good indication of a failed piece 
of hardware, or possibly a simple connec- 
tion issue. 

Solution: Turn off the computer, and then 
disconnect the keyboard from the machine 
before reconnecting it. Be sure to insert the 
plug securely into the port. If the error 



PC Errors • 63 



Windows 98 



Most Unusual Error Message 



Error Message: "An error occurred while Windows was working with the Control Panel 
file ...\SYSTEM\JOY.CPL" when trying to open the Game Controllers application in the 
Control Panel. 

Translation: This error occurs because a DLL (Dynamic Link Library) file is corrupt or 
missing. These files typically contain functions required for applications, although they 
may also contain data used by those applications. The specific file in this case is 
Dinput.dll. 

Solution: First step in repairing this DLL file is finding out whether it is missing or dam- 
aged. 

To find the file with the search tool, go into the Start Menu and select Find. Click the 
Files or Folders option, and type dinput.dll into the Name box. Click Find Now. After a 
quick search, the file should appear in the list of found files. If it does not, then the file is 
missing. If the file does appear, then it needs to be renamed because it is corrupt. 

Right-click this file and select Properties. If Read Only is checked, click on it to remove 
the check and allow the file to be edited. Then, right-click the file again and select the 
Rename option. Rename the file dinput.x and press ENTER. This will hide the file from 
any processes looking for it without deleting any necessary data. 

Next, you must find a fresh version of the file. Insert your original Win98 CD-ROM. If 
Windows setup automatically loads, close the program. Go through the process of finding 
the DLL file again, but this time search on the CD instead of the hard drive. Once you find 
the file, go into the Start Menu and click Run. Type sfc into the command prompt to 
extract a file from the Windows CD. Select the option to extract a single file and then 
select Browse to locate the file, or type in the path name for the file if you previously 
found it. Once the proper file is selected, click OK and follow the directions to finish 
extracting the file. □ 



repeats itself, try your keyboard on another 
computer, and try another keyboard on that 
computer; if the keyboard doesn't work on 
either computer, then it must be damaged 
and should be replaced. 

Error Message: Setup does not always 
retain information on your current 
monitor type when upgrading to, or 
reinstalling Win98. 

Translation: When you upgrade to 
Win98 from Win95, or if you just reinstall 
Win98, it's possible that your monitor data 
could be lost and your monitor will show up 
as 'Unknown Monitor' in the device settings. 

Solution: To correct this problem, you 
must manually pick your monitor type. First, 
go into the Control Panel by going through 
the Start Menu and then the Settings icon. 
Select the Display icon and click the Settings 
tab, and click the Advanced button to bring 
up your monitor's advanced settings. Select 
the Monitor tab and click Change. Then, in 
the Manufacturers box, select the manufac- 
turer for your monitor and move on to 



the Models box. Click the model of the moni- 
tor you are using and select OK twice, and 
the problem should be 
corrected. 

Error Message: "Error 
writing to drive C:" 
displayed on a blue 
screen at startup. 

Translation: The com- 
puter is telling you that 
there is a problem with 
your BIOS (Basic Input 
/Output System). More 
than likely, Windows has 
created a problem with 
the IRQ (Interupt Re- 
quest Line, which allows 
the BIOS to communicate 
with the hard drive) by assigning another 
device to the same IRQ and creating a critical 
device conflict. 

Solution: One of the ways to correct this 
problem is to disable your computer's IRQ 
steering. This will require you to start your 




computer up in Safe Mode first, to access 
your system settings. 

To enter Safe Mode, restart your computer 
and hold down the CTRL key. This should 
bring up the Win98 Startup menus, which 
gives you a set of boot options for Win98. 
(If the CTRL key does not bring up the 
Win98 Startup Menus, restart and try the 
F8 key instead.) 

Select Safe Mode, which disables most 
Windows functions but grants enough access 
so that users can troubleshoot and fix their 
computers. Your Desktop will load with a 
minimal set of drivers, which may mean 
your desktop will look quite a bit different. 
Don't panic; everything is still there, but 
sometimes certain video drivers will not 
load, which explains the odd appearance of 
your Desktop. 

Go to the Start Menu and click the Control 
Panel. Then select the System icon and bring 
up the Device Manager by clicking on the 
matching tab at the top. In the list of devices, 
locate the System Devices branch, and click 
the plus sign (+) to expand it. Find the PCI 
Bus device and click it to bring up its details. 
Select the Properties button to bring up the 
in-depth details for the PCI (Peripheral 
Component Interconnect) Bus, and click the 
IRQ Steering tab. The Use IRQ Steering 
checkbox should be selected; you'll want to 
click this checkbox to deselect it (remove the 
check mark). That done, click the OK button 
and restart your computer. 

Once IRQ steering is 
disabled, the BIOS will be 
able to assign its own IRQ 
and take precedence over 
other hardware. 

Memory Errors 



Click the Virtual Memory button to 
free up more system memory. 



Memory is an integral 
part of your computer, 
storing the details and 
processes needed to run 
its operating system and 
other programs. If there 
is a problem accessing 
either your computer's 
RAM or its storage de- 
vices, it may be unable to 
load the information needed to run properly. 
These errors can be mild or severe, from cor- 
rupt data sectors and bad file information to 
an inability to run at all. Here we present a 
sampling of common memory errors and 
how to solve them. 



64 • PC Errors 



Windows 98 



Error Message: "Drive converter unable 
to find the drive partition" when using 
the Microsoft Drive Converter to change 
a file system from FAT16 to FAT32. 

Translation: This error shows up when 
you try to convert at a drive configured using 
the FAT16 file system that starts above the 
8GB point into a FAT32 drive. 

Solution: To fix this problem, you must 
remove any partitions above the 8GB limit 
and repartition them in allowable spaces. 
Before changing the partitions on your drive, 
it's important to remember to back up all of 
your data to prevent the possibility of losing 
it in a mistake. You've heard it before, and 
we'll say it again: Always make regular back- 
ups of your data, especially when attempting 
to fix an error. 

To change the partitions of your hard 
drive, go into the Start Menu and into 
Programs. Select the MS-DOS prompt. Once 
at the command prompt, type fdisk. Press Y 
when you are asked whether or not you 
would like to enable large disk support. 
Select option 4, and then press Y to view the 
partition information for all the drives avail- 
able. Press ESC, and then enter 3. Now enter 
the letter that matches the last drive listed in 
the extended partition. Enter the volume 
label displayed to the left of the drive and 
press ENTER. Press Y, then ENTER, followed 
by ESC twice. Afterwards, press 1 and 3, both 
followed by ENTER. When prompted to use 
up all of the remaining space, press Y and 
press ENTER. Finally, press ESC and type 
exit to finish up. Press ENTER and restart 
your machine. After you restart your com- 
puter, go into My Computer (through the 
Start Menu, if it isn't available on your 
Desktop) and select the last hard drive. 
Click Format, select Full, and click on Start to 
finish up. 

Error Message: Win98 becomes unsta- 
ble after disabling virtual memory. 

Translation: Win98 requires at least 
16MB of RAM to run steadily (the more RAM 
you have, however, the better Win98 will 
perform). Disabling the virtual memory 
forces Windows to use more real memory, 
which cuts into its minimum requirements 
and causes it to run much less reliably. 

Solution: There are two ways to solve this 
problem: Install more memory or enable your 
computer's virtual memory again. Doing 
both of these will also help make your com- 
puter more stable. 



Installing more memory is simple; check 
your computer's documentation to find out 
what kind of memory your computer uses. 
A quick trip to the local computer store 
and a few minutes spent snapping memory 
modules into place can easily fix several 
memory errors. 

To enable the virtual memory on your com- 
puter, you must restart it and hold down the 
CTRL key as Win98 loads (or, as noted before, 
possibly the F8 key); this will send it to the 
Win98 Startup menu, where you can select the 
mode that Windows boots in. For this fix, 
select the Safe Mode option. Then, once the 



operating system loads, click the Start Menu, 
and go through Settings to get to the Control 
Panel. Select the System icon, and go to the 
Performance section by clicking the Per- 
formance tab. Then click Virtual Memory and 
select the option to let Windows manage your 
virtual memory. 

Click the OK button and then close the tool. 
It will prompt you to restart your computer; 
do so at the soonest opportunity to resolve the 
memory issue and hopefully make Windows 
more reliable. H 

by Andrew Stuart 



Most Confusing Error Message 



Error Message: "Setup has detected the following decoding error: 'Could not decode 
this setup (.CAB) file.' Setup will attempt to recover from this situation, click OK to con- 
tinue." Or "Setup (.cab) file error Setup has detected the following decoding error: Setup 
has detected a corrupt setup (.cab) file. Setup will attempt to recover from this situation" 
when trying to install Win98, or Win98 components from the original CD. 

Translation: As it tried to install some necessary files, Win98 encountered corrupted, 
unusable files. Without those files, the setup process may or may not be able to continue. 
The files usually become corrupted through the process of reading them from the CD- 
ROM, which can be caused by several different things. There may be a malfunction in 
your CD-ROM drive that is preventing the CD from being read properly, or the disc may 
be damaged. Your computer may also be overheating as a result of overclocking or a 
malfunction in the cooling devices within your computer; the extra heat can cause errors 
in the way files are decoded, which prevent them from being read properly. It could also 
be caused by a malfunction in your computer's memory, resulting from mismatched RAM 
or BUS speeds. Other standard potential problems could also be a factor, such as a virus 
or an improperly installed piece of hardware. 

Solution: The first step in trying to correct this error is to check the CD in the CD-ROM 
drive. Remove it and clean it with a soft cloth. Reinsert the CD in the drive and see if the 
system can properly read the files on the CD. 

Run a virus scanner on your computer as an initial solution. Viruses can create a num- 
ber of problems for Windows users, and running a scanner is usually a simple (if time- 
consuming) process. 

If the problem persists, try installing real-mode CD-ROM drivers, which should be 
available on the Win98 Startup Disk. Boot your computer in DOS and run Windows 
Setup from the startup disk. 

If you are able to access the contents of the Windows CD from within Windows, copy 
the contents of the disc to new folder on your computer's hard disk and try running 
Windows setup from your hard drive. 

If none of these methods have worked, boot Windows through the step-by-step confir- 
mation mode. To do this, restart your computer and hold down the CTRL key until it 
brings up the Windows startup menu. Select the Step-by-Step confirmation method and 
press Y to accept each prompt except for Process Your Startup Device Drivers (CON- 
FIG.SYS) and Process Your Startup Command File (AUTOEXEC.BAT). 

If none of these methods correct the problem, Microsoft's support center 
(support.microsoft.com) lists several other potential fixes, including some extensive setup 
methods. □ 



PC Errors • 65 



Windows 98 



Windows 98 
Software Errors 



Don't Get Shut Down 



E 



ven if they don't know the names, most 
Windows users are familiar with some of 
I the more deadly errors commonly en- 
countered during routine use: general protec- 
tion fault, fatal exception error, invalid page 
fault, illegal shutdown, insufficient memory, 
runtime error, and the infamous "blue screen" 
error. Often, the only way around these errors is 
to reboot your system and hope for the best. 

There is hope, however. Some error messages 
are clearly defined, and using resources includ- 
ed with your computer or support services pro- 
vided by Microsoft can actually help resolve the 
problem. In the pages that follow, well discuss 
some common Windows 98 errors, what they 
mean, and common solutions. These are not all 
of the problems that Win98 can present; howev- 
er, the steps below can serve as a guide to point 
you in the right direction. 

System Maintenance Error 

Routine system tasks can cause errors. These 
errors are fairly innocuous and have straight- 
forward solutions, and they are also the errors 
you are most likely to encounter. Some situa- 
tions that can cause these errors are: 

• Renaming or deleting files 

• Installing or uninstalling files 

• Incorrect characters in filenames 

• General drive errors 

• Directory errors 

Though there are many types of these 
errors, below is a short list of errors and 
their solutions. 

Error Message: "Can't open uninstall 
log file XX" 

Translation: This error occurs when you 
use Add /Remove Programs from the Control 
Panel to remove a file that has already been 
deleted. If the log file (X) has been previously 
deleted, the error can also occur. 

Solution: Because the uninstallation rou- 
tine cannot proceed without the log file, you 
must manually delete the file. If you still can't 

66 • PC Errors 



delete the file, try reinstalling the 
program and then use 
Add /Remove Programs to com- 
pletely uninstall the offending 
program. 



Error Message: "An error occurred 
while trying to remove X. Uninstallation 
has been cancelled/' 

Translation: If you click a program in the 
Install/Uninstall tab in Add/Remove Programs 
that has already been deleted, you will get this 
error. Windows may abort the procedure if the 
program is no longer present or has been 
renamed. 

Solution: Software in the Install/Uninstall 
box is harmless, though it may be a nuisance. 
You would be wise to leave the software alone, 
as removing it will require editing the 
Registry, which is a tricky procedure. If you 
must remove it, back up the Registry before 
beginning. Click the Start menu and click Run. 
Type regedit and press ENTER. Click Registry 
and then click Export Registry File. Name the 
file and save it on the Desktop. Next, drill 
down through the Registry and locate the fol- 
lowing line of text: HKEY_LOCAL_MACH 
INE\SOFTWARE\MICROSOFT\WIN- 
DOWS\CURRENTVERSION\Uninstall. The 
line directly under this is the name of the soft- 
ware that you want to delete. Delete the line 
containing the name of the file and the soft- 
ware will be gone. 

Error Message: "Unable to create direc- 
tory/' 

Translation: You have tried to name a file 
or folder using more than 67 characters while 
in DOS mode. 

Solution: Start your computer in Windows 
and rename the file using Windows Explorer. 
To access Windows Explorer, right-click the 
Start button on the Windows taskbar and then 
click Explore. Find the file, right-click it, and 
click Rename. Type in the new file name and 
press ENTER. 




Error Message: "Program does not run 
under Windows/' 

Translation: Variations of this message 
occur when you try to run a program in 
Windows that is designed to run only in DOS. 

Solution: First, verify the software works by 
running it in DOS mode. Start DOS by clicking 
Start, Shut Down, and Restart in MS-DOS Mode. 
Run the software from the prompt to determine 
whether it works. Return to Windows. Create a 
shortcut by right-clicking the icon in Windows 
Explorer and clicking Create Shortcut. Right- 
click the shortcut and choose Properties; on the 
Program tab, click Advanced, check the MS- 
DOS mode box, click OK, and exit. If the appli- 
cation will not launch because Windows is 
running, repeat the earlier steps and check the 
Prevent MS-DOS-Based Programs From De- 
tecting Windows box and exit. 

Error Message: "Error starting the pro- 
gram. The XX file cannot start. Check the 
file to determine the problem" 

Translation: A program you have installed 
(XX) has replaced a Windows file with a file of 
its own. 

Solution: You must eliminate the new file 
and replace it with the old one. Possible files 
that need to be substituted are: Comctl32.dll, 
Comdlg32.dll, Shell32.dll, Iz32.dll, Version.dll, 
and Winmm.dll. Copying these files from the 
Windows /Sysbckup folder is probably the eas- 
iest way to restore them. Find the old file in the 
folder, right-click it, and click Copy. Drill into 
the Windows /System folder, right-click an 
empty area, and click Paste. Now, locate and 
delete the improper file in this same folder. 



Windows 98 



Error Message: "The following system 
files have been replaced with older ver- 
sions by a program you recently ran. 
These files are currently in use and can- 
not be automatically repaired. Windows 
may not run correctly until you exit and 
restart Windows so that the files can be 
automatically repaired. C:\Windows 
\System\XX" 

Translation: Software that you have 
installed has overwritten some system files. The 
file name in the error is the file that's been over- 
written. Any erroneous files should be shown in 
the error message. 

Solution: Rename the overwritten file by 
changing the file extension to, for example, *.old. 
Go to the Windows \Sysbckup folder, find the 
files that correspond to the ones you renamed, 
and copy them to Windows \ System (as in the 
tip above). If your system has frozen and you 
cannot replace the file, reboot the system. Press 
the F8 key to access the Startup Menu. Choose 
Command Prompt Only and type cd \win- 
dows\system, ren XX XX.old, cd \win- 
dows\sysbckup, and copy XX \windows 
\system\XX at the command prompt, inserting 
appropriate file names in place of XX. 

Error Message: "Can- 
not delete: Cannot 
find the specified file. 
Make sure you specify 
the correct path and 
filename." 

Translation: Varia- 
tions of this message can 
occur when you click a file in Windows 
Explorer to open, delete, or drag it to the 
Recycle Bin. The file or folder may contain 
invalid characters, even though they may not 
appear in the filename. 

Solution: Create a temporary folder, copy 
the file or folder's contents to it and delete 
the old folder's contents by pressing CTRL-A 
and pressing DELETE. Restore all the files 
except the improperly named one to the old 
folder. Use a single-character wildcard ques- 
tion mark to replace the invalid character (i.e. 
to rename a file named *eadme.txt, type ren 
7eadme.txt readme.txt). 

Error Message: "Error Deleting File. 
Cannot delete XX. Access is denied. Make 
sure the disk is not full or write-protected 
and that the file is not currently in use." 

Translation: When you attempt to delete 
a file (XX) that another program is using (for 




When Windows encounters a character 
in a file name that is not allowed, it 
shows this error message. 



example, if you have an Excel document 
open and you try to delete that file using 
Windows Explorer) this error will occur. 
Attempting to delete a temporary file in 
Windows Explorer while Windows is using it 
will also cause this error. 

Solution: Close the file that is causing the 
error. If Windows is using a system file, reboot- 
ing your system will release the file and allow 
you to delete it. 

Error Message: "Cannot find the file X or 
one of its components" 

Translation: If you move, delete, or unin- 
stall a program or clear a drive of unnecessary 
files, you may have mistakenly deleted a file 
necessary to run the application or load a file. 

Solution: Check the Recycle Bin. If the file is 
present, restore it (right-click the file and click 
Restore). If not, reinstall the software that con- 
tains the file. 

Error Message: "Drive X contains errors 
that must be corrected before the drive 
can be compressed/' 

Translation: This error and ones similar to 
it may be a result of a folder name with more 
than 66 characters. DOS 
will not allow long folder 
names, while Windows 
will. Running ScanDisk on 
a drive (X) using the 
Automatically Fix Errors 
option treats the system as 
if it's running in DOS. 
Solution: Run ScanDisk 
to determine the troublesome file and deselect 
Automatically Fix Errors. Determine the offend- 
ing folder if the message reappears and rename 
it. If an application created the name, keep it but 
try moving the folder to a temporary location 
with a shorter name. Return the file to its origi- 
nal location after ScanDisk has completed. 

Invalid Page Fault Error 

When programs and the Windows operating 
system pass invalid parameters among them, an 
error known as an invalid page fault will occur. 
An invalid page fault results when an invalid 
parameter within a program causes the program 
to run invalid instructions. The following are 
some situations that may cause invalid instruc- 
tions: 

• If the virtual memory becomes unstable due 
to a shortage of RAM 

• If the virtual memory becomes unstable due 
to a shortage of free disk space 



• If the virtual memory area is damaged by a 
program 

• If a program attempts to access data that is 
being modified by another running program 

The following is a list of examples of some 
invalid page fault errors and possible 
solutions. 

Error Message: "This program has per- 
formed an illegal operation and will be 
shut down. If the problem persists, con- 
tact the program vendor/' 

Translation: Clicking Details on this error 
message will show a possible explanation, 
such as "X caused an invalid page fault in 
module Y at Z," where X is the name of the 
program; Y is the name of the module and Z is 
the address within the memory. After you 
click OK, the program shuts down. 

Solution: Identify when the error mes- 
sage first occurred. Also, determine if you 
recently made changes to the computer; for 
example, you installed software or changed 
the hardware configuration. Clean booting 
your computer can help you identify the 
cause of the message. To Clean Boot, follow 
these steps: 

• Restart your computer. When the Starting 
Windows dialog box is displayed, press 
the F8 key and choose Step-By-Step Con- 
firmation from the Startup menu. 

• When you are prompted, load the following 
items (if you are prompted to load any other 
items, type n): 

- Dblspace driver 

- Himem.sys 

- Ifshlp.sys 

- Dblbuff.sys 

• Load the Windows GUI (graphical user inter- 
face), and choose to load all Windows drivers. 

Error Message: "XX caused an invalid 
page fault in module HHCTRL.OCX at Y" 

Translation: This behavior can occur 
when you try to use the Help feature in pro- 
grams and system tools that are included 
with Win98, such as WordPad, Notepad, Net 
Watcher, or Paint. The error usually happens 
if you are using the Windows swap file and 
there isn't enough free space on the drive. 

Solution: To resolve this behavior, unin- 
stall programs you do not use and use the Disk 
Cleanup tool by following these steps: 

• Double-click My Computer, right-click the 
hard disk you want to clean, click Prop- 
erties, and then click Disk Cleanup. 



PC Errors • 67 



Windows 98 






i.'SH.-MijIiCil AuObiJ Tu'Jl: '■••" : :fil:.i:.Or 



':, : :.' :: >: 1 ■ ' : ll /.'BA 



• Under Files To Delete, click to select all the 
appropriate checkboxes for the items you 
want to delete, click OK, click Yes, and then 
click OK. 

Windows 
Protection Error 

When your computer attempts to load or 
unload a VxD (virtual device driver), a 
Windows Protection error may occur. This 
error message lets you know that a device 
driver in your system has a 
problem. The VxD that is 
causing the problem will 
often be mentioned in the 
message; however, in other 
cases you may not be able 
to determine the VxD that 
caused the error. In such 
cases, you should be able to 
use clean boot troubleshoot- 
ing to find the cause of the 
error message. Windows 
Protection errors may result 
in any of the following situa- 
tions: 

• If a real-mode driver and a 
protected-mode driver are 
in conflict 

• If the Registry is damaged 

• If either the Win.com file or the Com- 
mand, com file are infected with a virus, or 
if either of the files is damaged 

• If a protected-mode driver is loaded from 
the System.ini file and the driver is already 
initialized 

• If there is a physical I/O (input/ output) 
address conflict or a RAM address conflict 

• If there are incorrect CMOS (complementary 
metal oxide semiconductor) settings for a 
built-in peripheral device such as cache set- 
tings, CPU timing, hard disks, and so on. 

• If the Plug and Play feature of the BIOS 
(basic input/ output system) on the com- 
puter is not working correctly 

• If the computer contains a malfunctioning 
cache or malfunctioning memory 

• If the motherboard on the computer is not 
working properly 

• If you installed Microsoft Office 97 and you 
are using the Novell Client 32 software 

Below are some examples of Windows 
Protection errors and their solutions. 

Error Message: While backing up the 
system registry, make sure you have 



1 



Dr. Watson diagnoses your sys- 
tem and displays a "snapshot" 
of your system, highlighting 
errors and possible solutions. 



enough space on the drive for three 
copies of the file c:\windows\user.dat. 
This error should not cause any loss of 
information, but if space is not made 
on the drive you may experience addi- 
tional problems. 

Translation: You may receive this error 
when you start Windows. It can occur because 
there is not enough free space on the hard 
disk, or a damaged driver is being loaded from 
the Config.sys or Autoexec.bat file. 

Solution: To resolve this 
issue, use the appropriate 
method from the two follow- 
ing methods. 

• Free additional space on 
the hard disk containing 
Windows 

• Identify which drivers are 
causing the problem by fol- 
lowing these steps: 
-Restart the computer. As 

the computer starts, 
press and hold down the 
CTRL key until you see 
the Windows 98 Startup 
Menu, and choose Step- 
By-Step Confirmation. 
- Type y at each prompt 
except for the Process Your Start- 
up Device Drivers (Config.sys) and Pro- 
cess Your Startup Command File 
(Autoexec.bat) prompts. 



If the error message no longer occurs, the 
problem is with a driver being loaded from 
Config.sys or Autoexec.bat. Repeat the steps 
above, this time typing y at the Process Your 
Startup Device Drivers (Config.sys) prompt. 
If the problem returns, the Config.sys file is 



L 



damaged. If the problem does not occur, re- 
peat the steps above, this time typing y at 
the Process Your Startup Command File 
(Autoexec.bat) prompt. Once you have identi- 
fied the defective driver, contact the manufac- 
turer of the driver or reinstall the driver from 
the original disk. 

Error Message: "Initializing Device 
IOS: Windows Protection Error" 

Translation: When you start your com- 
puter (in either normal or Safe Mode) you may 
receive this message. This issue can occur if a 
virus hooked the INT21h or INT13h chain 
before Windows is loaded, an unsafe device 
driver is detected, or a protected-mode driver 
is missing or damaged in the Iosubsys file 
located in the C:/WINDOWS/SYSTEM 
/Iosubsys folder. 

Solution: If you installed new software or 
hardware, the installation process may have 
performed some action that may be the cause 
of your computer's current problem. The same 
situation may have occurred if you removed 
outdated software or hardware. Try rein- 
stalling the previous version of the software. 
Restart your computer and observe whether 
the message is resolved. If the message is gone, 
contact the manufacturer of the hardware to 
ensure that you are using the most recent BIOS 
for your computer. 

After you have eliminated the possibility of 
a faulty driver as a potential source of the 
error, try to restart your computer in Safe 
Mode. You can start your computer in Safe 
Mode by holding down the F8 key during 
startup and selecting Safe Mode from the 
menu. If you can restart your computer in Safe 
Mode, clean boot your computer to identify 
the cause of the error. If you restart your 



Most Common Error Message 



In Windows 98, the following is an error that is seen more often than any other and is 
easily remedied. 

Error Message: "A filename cannot contain any of the following characters: V:*?"<>|" 

Translation: You have tried to rename a file using an invalid character. For various 
reasons, Windows doesn't let you use certain characters in a filename 
(often because Windows uses those characters to denote something 
else, such as a file path or command switch). 

Solution: It's simple— just rename the file without using characters that Windows 

says you can't. □ 



68 • PC Errors 



Windows 98 



computer and the same error message appears, 
make a Bootlog.txt file and examine it to find 
the cause of the error. Restart the computer as 
before and click Step-By-Step Confirmation. 
Press y and then ENTER, after each line is dis- 
played. Restart your computer and click 
Command Prompt Only. 

Use the command prompt to view the 
C:\Bootlog.txt file to identify the problem. At 
the prompt, type edit bootlog.txt. Examine the 
Bootlog.txt file for Initcomplete= entries. Each 
entry must have a matching initcompletesuc- 
cess= entry on a successful start up. If the last 
line in the Bootlog.txt file displays an 
InitFailure or LoadFailure message for a dri- 
ver, write down the drive's name, exit the 
Bootlog.txt file, press ALT-F, press x, click OK, 
and then search for the driver. Some virtual 
drivers are required for Windows to run prop- 
erly. If one of the drivers in the Sidebar enti- 
tled Required Windows Drivers comes up as 
LoadFailure, try to install Windows into a new 
folder to determine whether it is compatible 
with your current hardware configuration. If 
the driver is not listed in the sidebar, try to 
rename the driver and restart Windows. At the 
prompt, type dir /s X, where X is the driver 
name that shows the failure. Type cd path and 
ren XX.old. (XX indicates that the driver name 
is typed twice.) If you do not find any unsuc- 
cessful attempts in the Bootlog.txt file, or, if 
after you rename a file you still receive the 
error, try to locate an Ios.log file in the 
Windows directory. The Ios.log file may help 
you identify a virus or it may contain infor- 
mation describing why the protected-mode 
disk driver could not load. If none of the pre- 
ceding steps work, try to install Windows in 
another folder. 

General Protection Fault 

A GPF (general protection fault) can indi- 
cate a problem with software or that you need 
to update a device driver that you have 
installed on your computer. If the Microsoft 
Knowledge Base (support.microsoft.com) does 
not contain an article to address the specific 
GPF, the Dr. Watson tool included with 
Windows can help you identify the cause of 
the error message. 

Dr. Watson is a diagnostic tool that takes a 
snapshot of your computer whenever a fault 
occurs. The program intercepts faults, identifies 
the faulty software and offers a detailed de- 
scription of the cause of the error. Starting Dr. 
Watson will help you catch the error the next 
time it occurs. After using one of the methods 



Most Unusual Error Message 



This error packs a double threat; you won't see it often, and it is relatively serious. 

Error Message: "A fatal exception 00 has occurred at X 

Translation: A divide error has occurred. If the processor divides a number by zero 
in a register, this error pops up. The register is the location where 
calculations are performed. The error results because division by zero 
is mathematically impossible. Therefore, your computer forgot how to 
do basic math. 

Solution: Close the message and attempt to continue the operation. If this fails, 

close the application and restart your machine. If the error persists, 
shut down the computer, wait at least 30 seconds, and reboot. □ 



listed below to start Dr. Watson, an icon will 
appear in the system tray at the bottom right 
of your screen. Double-clicking the icon will 
gather information about the operating system 
and a Dr. Watson dialog box is displayed. 

If Dr. Watson detects a program fault it 
will generate a snapshot of the environment. 
Clicking the Details button in the message 
will allow you to view the information that 
is generated. 

• Method 1: 

1. Click Start, click Run, type Dr. Watson, 

and click OK. 
or 

• Method 2: 

1. Click Start, point to Programs and Acces- 
sories and click System Tools. 

2. Click System Information, Tools, and Dr. 
Watson on the menu. 

Some examples of GPFs and their solutions 
are listed below. 

Error Message: "System Busy" appears 
on a blue screen. 

Translation: This error is often accompa- 
nied by information telling you that a GPF has 
occurred. This almost always indicates that a 
program, or even the entire system, has frozen. 
Waiting for the system to "catch up" won't 
usually help. 

Solution: The most common solution to 
this problem is to reboot your system. Further 
instances of this error should be handled in a 
similar manner. 

Error Message: "Rundll caused a gen- 
eral protection fault in krnl386.exe" 

Translation: You may receive this error 
message when you try to open the Network 



tool in the Control Panel. This behavior can 
occur if the Netdi.dll file or the Netos.dll file is 
missing or damaged. 

Solution: To resolve this issue, extract a 
new copy of the Netdi.dll and Netos.dll file 
from your original Windows disks or CD- 
ROM. To extract the necessary files from your 
Windows disks, click Start and Run. Type sfc 
and press ENTER. Once the menu appears, 
click Extract One File From Installation Disk, 
and in the Specify The System File You Would 
Like To Restore box, type <drive>: 
\windows<p ath>\<file> (where <drive> is the 
drive where the Windows folder is installed 
[generally G], <path> is the destination of the 
file that you want to extract, and <file> is the 
file that you need). Click Start, browse to the 
Restore From box, and locate the installation 
files. The files are located on the hard disk in 
the C:\Cabs folder by default. You can also 
insert the Windows CD into your CD-ROM or 
DVD-ROM drive and locate the files in the 
folder named Win9x. 

Error Message: "Explorer caused a 
general protection fault in module 
qtw32.cpl at X" 

Translation: You may receive this error 
message when you open the Control Panel if 
one or more Apple QuickTime for Windows 
files is missing or damaged. 

Solution: Remove QuickTime for Windows. 
First, restart the computer. Press and hold the F8 
key after your computer completes the POST 
(Power On Self Test) and choose Safe Mode 
Command Prompt Only from the Startup menu. 
At the prompt, type the following commands, 
pressing ENTER after each command: 

cd\windows\system 

ren qtwl6.cpl qtwl6.xxx 



PC Errors • 69 



Windows 98 



ren qt32.cpl qtw32.xxx 

After restarting your computer normally, 
click Start, point to Settings, click Control 
Panel, and then double-click Add /Remove 
Programs. On the Install /Uninstall tab, click 
QuickTime for Windows, and then click 
Add /Remove. 



&' 



Error Message: 

"Rundll32 caused a 
general protection fault 
in module Macw4.drv" 

Translation: This error 
can occur if you are using 
outdated or damaged dri- 
vers for a video adapter 
when you click the Security 
tab in the Internet Prop- 
erties dialog box or you 
attempt to browse online. 

Solution: To resolve this 
behavior, obtain and install 
updated video drivers from the manufacturer 
of your video driver (most have these available 
on their Web sites). To work around the behav- 
ior, reduce your video graphics acceleration set- 
ting. Click Start, point to Settings, click Control 
Panel, and double-click System. Click the 
Performance tab, and then click Graphics. Move 
the Hardware Acceleration slider to one notch 
from the left (the Basic Accelerator Functions 
setting), click OK, and then click Close. Click 
Yes when asked to restart your computer. 

Error Message: "Rundll caused a gen- 
eral protection fault in module MMSYS- 
TEM.DLLatX." 



-Virtual memory 


ff 


' ffVv-s'KW.tVH it',:'f'--:'.K- "<<> \-r.Ui/i ;7fi::iT8)ly --Wim: \\ 'i:i:i:r<VT:'!\ r.k-.'.'l 


r 


Hard disk: 
Minimum: 

I - Disable 


n,o 


! VI!''. .' "V. •-" |C ' 




1 


1708MB Free 


d 








1 


_l 
_l 








-naximum M 




memory. [Not 














OK 


Cancel 



Translation: This error message is most 
likely to occur after you use the Add New 
Hardware tool in Control Panel if the 
Drivers=mmsystem.dll line is missing from 
the [boot] section of the System.ini file. 

Solution: Use any text editor (such as 
Notepad) to edit the System.ini file. Type dri- 
vers=mmsystem.dll into the [boot] section of 
the file. Save and close the 
System.ini file and restart 
your computer. 



jllsj 



Changing Virtual memory settings is 
not recommended, but it can help 
increase system performance for 
the experienced user. 



Fatal Exception 

There are many types 
of Fatal Exception error 
messages. The BSOD (Blue 
Screen of Death) often ac- 
companies these errors. 
These exception messages 
are codes that are returned 
by a program in the fol- 
lowing situations: 
• If access to an illegal in- 
struction has been encountered 

• If invalid data or code has been accessed 

• If the privilege level of an operation is 
invalid 

The processor returns an exception to the 
operating system when any of these situations 
occurs, which in turn is handled as a Fatal 
Exception error message. The exception is non- 
recoverable in many situations and you must 
either shut down or restart the computer, 
depending on the severity of the problem. 

Though this list is not extensive, listed 
below are examples of these exception errors 
and their solutions. 



Most Humorous Error Message 



Though uncommon and quite easy to avoid, the phrasing of this error is amusing. 
Fortunately, it can be quite easily replicated and remedied. 

Error Message: "Windows cannot find "search". You may have typed the name incorrect- 
ly in the Run dialog, or another open program cannot find a system file. 
To search a file, click the Start button, and then click Search." 

Translation: Typing Search into the Run dialog in the Start menu has told the 

computer to look for a file named "search". Because most computers 
don't contain a file named "search", the system tries to find it and fails. 

Solution: Click OK and rephrase the parameters of your Run command. Or, if 

you're actually trying to launch the Search feature, click Start and Find. □ 



Error Message: "An exception 0E has 
occurred at X" 

Translation: A page fault has occurred. An 
error is generated if a stack instruction tries 
to use memory outside the stack. A stack is a 
memory area reserved for programs to process 
hardware events. 

Solution: Close the message and try to con- 
tinue your work. If that fails, close the software 
and restart it. If all else fails, reboot the computer. 

Error Message: "MPREXE.EXE caused 
an exception 03h in module USER32.dll 
atX." 

Translation: This can occur if a program is 
running that prevents Windows from upgrad- 
ing files on your computer. 

Solution: Restart your computer using the 
Startup Disk A Startup Disk is a tool that will 
start your computer from the floppy drive if the 
hard drive will not start. Create a Startup Disk 
by inserting a floppy disk into the floppy drive, 
click Start, Settings, Control Panel, and then 
Add/Remove Programs. Click the Startup Disk 
tab and click the Create Disk button. Once 
you've made the disk, restart your computer 
with the disk in the floppy drive. On the 
Startup menu, choose the correct CD-ROM sup- 
port for your computer and type the following 
commands (where <windows> is the name of 
your Windows folder and <ramdrive> is the vir- 
tual drive created by the boot disk (probably e: 
or f:), pressing ENTER after each command: 

C: 

cd <windows> \system 

ren user32.dll user32.dlx 

ren gdi32.dll user32.dlx 

ren winmm.dll winmm.dlx 

<ramdrive> \ext.exe 

Then, type <CD-ROM driv e>:\win9S, 

where <CD-ROM drive> is the drive letter 
assigned to your CD-ROM drive. Type 
user32.dll gdi32.dll winmm.dll, followed by 
<drive>:\<windows>\sysiem, and ENTER 
after each line (where <drive> is the drive on 
which Windows is installed and <windows> is 
the folder containing Windows). If the infor- 
mation shown is correct, type y. Type cd and 
press ENTER and then type ren Cmapieng.vxt 
Cmapieng.vxx and press ENTER. Restart your 
computer and run the defragmentation appli- 
cation (Start, Programs, System Tools, and 
Disk Defragmenter). When Ext.exe (the final 
command you typed) has finished extracting 
the files, remove the Startup disk and restart 
your computer. Press and hold down the 



70 • PC Errors 



Windows 98 



F8 key as your computer restarts. On the 
Windows Startup menu, select Safe Mode. 
After Windows starts, click Start, point to 
Settings, click Control Panel, and then double- 
click Add/Remove Programs. Click any utili- 
ty that you have installed on the 
Install/Uninstall tab and then click 
Add/Remove until any utilities you have 
installed are removed. On the toolbar click 
Start, point to Settings, click Taskbar And 
Start menu, Start Menu Programs tab, and 
then click Remove. Double-click Startup, click 
the appropriate entry, and click Remove, 
Close, and OK, and then restart your comput- 
er. In Microsoft System Information, on the 
Tools menu, click System File and Settings; on 
the Advanced tab, click Restore Defaults; then 
click OK. Restart your computer. 

Error Message: "A fatal exception 06 has 
occurred at X." 

Translation: This behavior can occur if an 
earlier version of antivirus software is being 
loaded from the Autoexect.bat in Win98 or 
Win98SE Setup. 

Solution: Disable the antivirus software by 
restarting your computer, holding down the 
F8 key until the Windows 98 Startup menu 
appears and choose Command Prompt only. 
At the command prompt, type edit c:\ autoex- 
ec. bat and press ENTER. Type rem at the 
beginning of the line containing the name of 
your antivirus software. Save and close the 
file. Restart your computer. 

Kernel32.dll 

The Kernel32.dll file is a 32-bit DLL 
(dynamic link library) file that is found in 
Windows 95/98/WinMe. The Kernel32.dll 
file handles memory management, I/O opera- 
tions, and interrupts. Other programs will not 
take over the memory space occupied by the 
Kernel32.dll file because it is a protected 
space. You may receive an IPF (invalid page 
fault) error message, which occurs when a 
program tries to access the Kernel32.dll pro- 
tected memory space. The error message can 
be caused by one particular program or by 
multiple files and programs. If the problem 
results from running one program, the 
responsible program must be replaced. If, 
however, multiple programs cause the prob- 
lem, the damage is likely caused by damaged 
hardware. Clean-booting the computer can 
help you identify the particular third-party 
memory-resident software, but programs that 
are not memory-resident can also cause IPF 



Most Confusing Error Message 



Error Message: "Cannot open file." 

Translation: This error occurs when you open a file by clicking on the filename on 
the list at the lower part of the File menu and there is not enough 
memory available in Windows. It's not terribly helpful that the error is 
ambiguous and does not describe why it cannot open the file or how to 
correct it. A different message can even be displayed, depending on 
how you attempted to open the file. 

Solution: There may not be enough memory available to Windows. You may 

need to close down programs to give Windows enough memory to run 
the program or open the file. Another possibility might be to configure 
Windows to use more virtual memory. To change virtual memory 
settings, click Start, Settings, Control Panel, and System; go to the 
Performance tab and click Virtual Memory. It is recommended that you 
let Windows decide how much to use, but you can change the settings 
as necessary to eliminate the error. □ 



error messages. Kernel32.dll errors can be 
generated by any number of conditions, 
including a damaged Registry, incorrect hard- 
ware drivers, a damaged or missing TEMP 
folder, a CPU that is running too hot, low 
disk space, a damaged Kernel32.dll file, and 
more. Below is a list of Kernel32.dll errors 
and their solutions. 

Error Message: "Mplayer2 caused an 
invalid page fault in module 
kernel32.dll" 

Translation: An incompatible display 
adapter or display adapter driver causes 
this error when you try to play a movie in 
Microsoft's Windows Media Player. Your 
computer may display a black screen, in- 
stead of active video content, or simply 
not respond. 

Solution: You must obtain an updated 
display driver by contacting your hardware 
manufacturer. If an updated display adapter 
does not resolve the behavior, Windows 
sending information to your video card 
faster than the card can process it may cause 
the error. This behavior mainly occurs with 
older video cards and can be resolved by 
turning down the hardware acceleration in 
Windows. 

To turn down the hardware acceleration, 
double-click System in the Control Panel. 
Click the Performance tab and then Graphics. 
Select the proper setting out of the four possi- 
ble Hardware Acceleration settings: Full, 
Most, Basic, and None. Click OK and restart 
your computer. Repeat the procedure as nec- 



essary, selecting different settings if you con- 
tinue to experience the problem. 

Error Message: "SmartHeap Library. 
MEM_BAD_POINTER. This program 
has performed an illegal operation and 
will shut down. If the problem persists, 
contact the program vendor. X caused 
an invalid page fault in module 
Kernel32.dll at X." 
Translation: If you: 

• Have Symantec's Norton Navigator for 
Win95, version 1.0b, installed and running 

• Have the File Popups and /or Drive Pop- 
ups options in the Norton Navigator 
Control center enabled 

• Display any dialog box as a list of files 
in one of the programs included with 
Microsoft Office 97 

• Right-click any file in the dialog box 

Solution: To prevent this problem from 
occurring, you must download and install a 
patch for Norton Navigator from Symantec's 
Web site. The update will be applied the next 
time you restart your computer. If you cannot 
download and install the patch, you can prevent 
the problem by turning off the File Popups, 
Folder Popups and Drive Popups options in 
Norton Navigator by clicking the Start menu, 
pointing to Programs, Norton Navigator and 
Norton Navigator Control Center, Norton 
Explorer Extensions. Click to clear the appropri- 
ate options and click Apply and OK. Qjs] 

by David Miller 



PC Errors • 71 



Windows 98 



Windows 98 
Networking & 
Online Errors 

Stay Online & Productive 



Networking-Related Errors 

Networking errors can leave you without 
any method for archiving your data to a 
remote server. If a crash occurs on your own 
computer, you run the risk of losing all your 
important files. And, you may not be able to 
access important information stored offline, 
so you'll have to rely solely on local data. In 
some ways networking errors are less critical, 
though, than a desktop problem because you 
can sometimes keep working and resolve the 
issue later. And you can fix most networking 
errors just by enabling an option either on the 
server or on your own computer. 

It's also reassuring to know that, at least in an 
office setting, you can usually contact the tech 
support department to ask about network prob- 
lems, but trying to have someone come out to 
your desk is sometimes much more difficult. 
Networking errors will also occasionally go away 
all on their own as network resources become 
available, servers automatically reboot them- 
selves, or a password cache clears itself as part of 
routine system maintenance chores. Of course 
that's not helpful when you really need to down- 
load the latest Excel spreadsheet for your boss, 
so it's good to know that you can address some 
common networking problems with these fixes. 

Error Message: "Invalid local device/' 

Translation: The computer does not have 
any more drive letters available for network 
mapping. 

Solution: There are three quick and easy 
solutions to this problem. The quickest solu- 
tion is to just map a drive letter, which is with- 
in the first few letters of the alphabet, such as F 
or G. (By mapping a drive letter, you're mak- 
ing a network drive accessible in Windows 98.) 
If you have run out of drive letters, you'll need 
to edit the Config.sys file, so use the DOS com- 
mand line. Click Start and Run. Type cmd and 

72 • PC Errors 




press ENTER. Now 
type c:, press ENTER, 
type cd\, and press ENTER ' 
to make sure you are in 
the root C: drive. Type edit 
config.sys and press ENTER. 

In the editor look for the LAST- 
DRIVE= statement. The first solution is to just 
remove the entry altogether. The second solu- 
tion is to make the drive letter Z so that you 
can map drives for the entire alphabet, if need 
be. Now, exit the command prompt and reboot 
your computer. You should be able to map a 
network drive. 

Error Message: "The computer you have 
dialed in to has denied access because 
the username and/or password is invalid 
on the domain/' 

Translation: The username or password, 
domain name, or preferred server name are 
incorrect when you try to use dial-up network- 
ing. Or the password cache files on the network 
server are damaged. In some cases the error 
occurs when a password is not required at all. 

Solution: If the network server does not 
require a password, just leave that field blank. 
Otherwise you'll need to restart the computer 
and enter Safe Mode. Press the CTRL key 
as Win98 starts up. Choose the Safe Mode 
Command Prompt Only option and press 
ENTER. Go to your Windows directory and 
type ren rna.pwl rna.xxx and press ENTER. 

This resets the dial-up networking pass- 
word. 

Error Message: "There was a problem 
printing to the printer due to an un- 
known system error/' 

Translation: On a network print server, 
the print spool folder (which is used to hold 
the print files sent from client computers on a 
network) contains too many temporary files. 



Solution: In a network environment where 
you are printing to a computer running Win98, 
the print server has to manage a large number 
of temporary files. If congested, the computer 
won't let you print until you remove some of 
the files. To do so you'll need access to the 
computer running the print server. Start 
Windows Explorer and browse to the C: 
\WINDOWS\SPOOL\PRINTERS directory. 
Delete all of the files and reboot the computer. 

Error Message: "XX is not accessible. 
Unknown Error 2114" 

Translation: Occurs when Client for 
Microsoft Networks is installed without the 
file and print sharing component. 

Solution: Click Start, Settings, and Control 
Panel. Double-click the Network icon. Click 
Add, Service, and Add. Click File And Printer 
Sharing For Microsoft and click OK. Click OK 
again and restart your computer. 

Error Message: "The driver or network 
connection that the shortcut 'target.lnk' 
refers to is unavailable. Make sure that 
the disk is properly inserted or the net- 
work resource is available, and then try 
again." 

Translation: Occurs when you try to con- 
nect to the Shared Documents directory in the 
My Documents folder on a computer running 
Windows Me. 

Solution: Copy the files from Shared 
Documents to the C:\DOCUMENTS folder. 



Windows 98 



Another option is that you can run the Home 
Networking Wizard on the WinMe computer 
and select the option to share both the Doc- 
uments and My Documents folders. 

Error Message: "The network is not 
accessible. Unable to find the device on 
the network/' 

Translation: There is no computer on the 
network configured as the browse master. 
The browse master maintains a list of all the 
attached computers, including all of their net- 
work settings. 

Solution: Make one of the computers on 
the network the browse master. On that com- 
puter click Start, Settings, and Control Panel. 
Double-click Network and select File And 
Printer Sharing For Microsoft Networks on 
the configuration tab. Click Properties. In 
the Property box, click Browse Master, select 
Enabled in the Value box, and click OK twice 
as prompted. Click Yes when you are prompt- 
ed to reboot the computer. Incidentally you 
need to have File And Printer Sharing installed 
on the computer for this solution to work. 

Error Message: "Error 629: You have 
been disconnected from the computer 
you dialed. Double-click the connection 
to try again/' 

Translation: Occurs if the computer you 
are dialing with dial-up networking is using 
pass-through authentication, which is a 
method for approving passwords sent from a 
client computer. 

Solution: If you're not concerned about 
high-level security when you connect to a 
remote server, you can disable pass-through 
authentication. Double-click the My Computer 
icon on the Desktop and double-click the Dial- 
Up Networking icon. Go to the Connections 
menu and click Dial-Up Server. Look for the 
Server Type button and clear the checkbox 
next to Require Encrypted Password. 

Online-Related Errors 

When you really need to get online to check 
email or research a topic on Google.com, an 
Internet-related error can be a lot more frus- 
trating. Of course, next to a General Protection 
Fault or an error that appears when you start 
the computer, Web errors can seem trivial. 
Fortunately many Internet errors can be 
resolved quickly and without a lot of trou- 
bleshooting, as long as you understand why 
the error is occurring and try a few work- 
arounds to fix the problem. 



It's important to know that, in some cases, 
the problem is occurring on the "other end" of 
the connection. If too many users try to access 
a Web site (such as CNN.com after a big news 
event), you may receive errors that will not 
occur later in the day. In other cases problems 
can occur due to flawed HTML and ActiveX 
programming, incompatibilities between your 
browser and the Web server, or network con- 
gestion in general. One of the best tips for solv- 
ing Internet-related problems is to go back to 
the site later. Also, make sure you have the 
latest version of Internet Explorer, available at 
www.microsoft.com/ie. 

Error Message: "Cannot open Internet 
site..." 

Translation: This error can occur if you are 
using the wrong version of Winsock, which is 
the system file used to establish connections 
between networked computers. 

Solution: Click Start, Settings, and 
Control Panel. Double-click Network. Click 
the Configuration tab, click TCP/IP, and 
click Remove. Look for any other TCP/IP 
(Transmission Control Protocol/Internet 
Protocol) listings and remove those, too. 



Click OK. Click OK again after you are 
prompted to restart. When your computer 
boots up again, go back to the Network control 
panel. Now click Protocol, Add, and then click 
Microsoft in the Manufacturers box, click 
TCP/IP, and click OK. If you are prompted 
about a version conflict, click No when 
prompted to keep the newer version of the 
file. Now restart the computer again. 

Error Message: "The Microsoft Dial Up 
adapter is in use or not responding 
properly. Disconnect other connections 
and then try again. If this problem per- 
sists, shut down and restart your com- 
puter. Error 645." 

Translation: This error occurs if you are 
trying to use VPN (virtual private networking; 
the industrial strength end-to-end security 
protocol) to log into a corporate server using 
PPTP (Point-To-Point Tunneling Protocol) and 
establish a secure connection. 

Solution: Click Start, Settings, and Control 
Panel. Double-click Add/Remove Programs. 
Click the Windows Setup tab, click the Com- 
munications tab, and Details. Clear the Vir- 
tual Private Networking checkbox, click OK, 



Most Difficult Error Message To Fix 



Error Message: "Error 745: An essential file is missing. Re-install Dial-Up Networking." 

Translation: A DLL (dynamic-link library) file is missing or damaged. 

Solution: This error can occur if Dial-Up Networking is not installed correctly. The 

best solution is to reinstall Dial-Up Networking. To remove Dial-Up 
Networking, go to Start, Settings, and Control Panel. Double-click 
Add/Remove Programs. Click the Windows Setup tab and click 
Communications. Click Details. Click the Dial-Up Networking checkbox 
and click OK at each dialog box. When prompted, restart your 
computer. Now you'll also need to take a trip to the Registry and 
remove the following line: 

HKEY_LOCAL_MACHINE\SYSTEM\CURRENTCONTROLSET\SERVICES\REMOTEAC- 
CESS\AUTHENTICATION\SMM_FILES\PPP 

Editing the Registry is a complicated task in Windows 98, mostly 
because you can accidentally delete important files and make Windows 
unbootable. We recommend contacting Microsoft Technical Support at 
support.microsoft.com. 

However, even if you reinstall Dial-Up Networking and edit the 
Registry, another lingering problem can cause the DLL errors. For 
example, if you are using CompuServe's WOW! Software (which was 
discontinued in 1997), you should remove it, as the software can cause 
DLL and Registry errors. □ 



PC Errors • 73 



Windows 98 



Most Confusing Error Message 



Error Message: "Internet Explorer Script Error: An error has occurred in the script on 
this page" or "Microsoft Internet Explorer: Internet Explorer cannot 
open the Internet site XX Invalid syntax." 

Translation: Windows has found an invalid default code page, which is due to 
Internet Explorer using a foreign language font character set. 

Solution: Anytime an error message uses the phrase "invalid syntax," you might 

wonder what's really happening. In this case the message is confusing 
because it doesn't say anything about fonts, character sets, or foreign 
languages and seems to be saying the problem is with the Web site 
you are visiting. Before you send off an email to the site owner 
complaining about compatibility problems, you should know that, 
somehow, the wrong character set is enabled on your computer. You'll 
want to use the Western character set. Go to Start, Settings, Control 
Panel, and double-click Internet. On the General tab, click Fonts, 
choose Western under Character Sets, click Set As Default, click OK, 
and then click OK again. □ 



and then Apply. Click the 
Communications tab again 
and, this time, enable the 
VPN checkbox. Click OK. 



' ■ : : -• .. ■ .:• 






9 Use 



■.....■■■.....■■ 



Error Message: "The 
Page cannot be dis- 
played/' 

Translation: The com- 
puter you are trying to 
attach to is running ICS 
(Internet Connection Shar- 
ing) and has rebooted, or the 

computer you are dialing 

into is using a proxy server (used for blocking 
unapproved access). 

Solution: The simplest solution: Just wait 
for the computer that is running ICS to finish 
rebooting completely. If that doesn't work, 
check to see if the computer that's running ICS 
is running a proxy server. You'll need access 
to that computer. Click Start, Settings, and 
Control Panel. Double-click the Internet icon. 
Click the Connections tab, LAN Settings, and 
see if the Use A Proxy Server box is checked. 
If it is, click to uncheck that option. If you are 
still unable to connect, on your computer, 
click Start, Run, type winipcfg, and press 
ENTER. Click OK and Release All. Click 
Renew All and OK. 

Error Message: "There is no dialtone. 
Make sure your modem is connected to 
the phone line/' 



Dial-up settings 


User name: | [your user name) Properties | 


Password: Advanced 1 


Domain: 



Cancel j 



Make sure the Use A Proxy Server 
option is not checked. 



Translation: Occurs 
when you are using a calling 
card and you have enabled 
the Wait For Dial Tone 
Before Dialing option. Also 
can occur if the phone line is 
not plugged in securely to 
your modem or the phone 
line is not working. 

Solution: Check the 
connection between the 
phone line and the modem 
to make sure the connection 

is secure. You can also test a 

regular phone to make sure there is an active 
phone line in your home. Otherwise, click 
Start, Settings, Control Panel, and double-click 



Modems. Select your modem and click Prop- 
erties. Click the Connections tab and look for 
the Wait For Dial Tone Before Dialing option. 
Disable it, click OK twice, and try dialing out 
again. In some cases you may need to reboot 
the computer. 

Disable the Wait For Dial Tone Before Dial- 
ing option when you want to use a calling card 
for Dial-Up Networking. 

Error Message: "Error 630: The com- 
puter is not receiving a response from 
the modem. Check that the modem is 
plugged in, and if necessary, turn the 
modem off, and turn it back on/' 

Translation: Error 630 is an indication that 
you are using the ATI 600 Series fax modem, 
which does not work with Win98. Another 
symptom of this problem is that the error mes- 
sage will appear and then your computer will 
stop working; then you'll have to reboot. 

Solution: You'll need to obtain the latest 
driver for the ATI 600 Series fax modem. 
However, the problem may still occur, in 
which case you'll probably need to remove the 
modem card altogether and install a compati- 
ble fax modem. 

Error Message: "Port Already Open" 

Translation: This error can occur after you 
upgrade from Windows 95 or WinMe due to a 
conflict between a COM (communications) 
port and a FIR (fast infrared) port. 

Solution: Click Start, Settings, and Control 
Panel. Double-click System and select the 
Device Manager tab. Double-click the Infrared 
Devices tab to expand it, click the first infrared 
device, click Properties, and click Disable In 
This Hardware Profile. Repeat this process for 
any other infrared port. Now double-click the 



Most Common Error Message 



Error Message: "Error Starting Program: A required .DLL file, SUPERSUB.DLL was 
not found." 

Translation: This error can occur when you try to install America Online if you 

previously tried to install the online service and then canceled the install. 

Solution: Millions of users install and uninstall AOL every day, especially those 

who want to try out the service for the free trial period. That's what 
makes this error so common, and fortunately it's also easy to fix. You 
just need to install a more recent version of the program, or revisit the 
original installation program, which is on your Windows 98 Setup CD at 
WIN98\OLS\AOL\AOL40US. □ 



74 • PC Errors 



Windows 98 



Most Unusual Error Message 



Error Message: "Runtime Error 21 6 at XX 

Translation: This error occurs when you try to start Internet Explorer and your 
computer is infected with the rare SubSeven Trojan virus. The error 
can also occur when you try to start other Windows programs, but it 
can more commonly occur with IE, but only if you are running Windows 98. 

Solution: The solution is to obtain an antivirus program, such as Symantec's 

Norton Antivirus, then run the virus-checking scan. The problem does 
not appear to be serious and won't cause serious damage to your PC. 
As with any virus, however, it's important to address the problem, 
especially if you have other viruses infecting your computer. □ 



Network Adapters branch to expand it. Look 
for an Infrared port, click it, and click Remove. 
Click OK. 

Error Message: "Could not initialize 
port" 

Translation: This error occurs for one 
of three reasons. One, the Allow Caller Ac- 
cess option could be enabled for Dial-Up 
Networking. Two, you could have Microsoft 
Fax services set up to answer all incoming 
calls. Third, it could be a hardware IRQ 
(Interrupt Request Line) conflict, which can 
occur when a hardware driver is loaded incor- 
rectly into system memory. 

Solution: To disable Allow Caller Access, 
first double-click the My Computer icon. 



Double-click Dial-Up Networking. On the 
Connections menu, click Dial-Up Server. Click 
the No Caller Access icon and click OK. If you 
are using Microsoft Fax for incoming calls, first 
double-click the Microsoft Fax Status icon in 
the Taskbar. If you don't see the status icon 
in the Taskbar, double-click the Inbox icon on 
the Desktop and select the Fax option when 
prompted. On the Options menu, select Mo- 
dem Properties, and then select the Don't 
Answer option under the Answer Mode sec- 
tion. If neither of these fixes solves the prob- 
lem, you may have an IRQ conflict. To check, 
click Start, Settings, and Control Panel. 
Double-click System and select the Device 
Manager tab. Look for any red exclamation 
marks that indicate an IRQ conflict. Remove 



Most Hilarious Error Message 



Error Message: "The page cannot be displayed. The page you're looking for might 
have been removed or had its name changed." 

Translation: The Windows Media Player is not installed on your computer, so when 
you visit the windowsmedia.com Web site, Internet Explorer refuses to 
display the page and displays the rather verbose error message. This 
error only occurs with Windows 98 when you are using IE5.01 . 

It's great that Microsoft provides so much information in their error 
messages, but this particular error is just plain wrong. The page has not 
been removed or had its name changed. Funny, too, because it seems 
as though the left hand (in this case, IE) doesn't know what the right 
hand (Windows Media Player) is doing, even though both tools come 
from the same company. 

Solution: The fix is to install the Windows Media Player component in IE. Click 

Start, Settings, Control Panel, and Add/Remove Programs. On the 
Install/Uninstall tab, look for Internet Explorer 5 and Internet Tools, and 
click Add/Remove. Click Add A Component, click OK, and then go 
through the next few prompts to install Windows Media Player. □ 



the driver as needed and reboot. If you still 
receive the "Could not initialize port" error 
when you try to use Dial-Up Networking, you 
may need to contact the hardware vendors for 
any devices that are causing IRQ conflicts. 

Error Message: "Error 629: You have 
been disconnected from the computer 
you dialed. Double-click the connection 
to try again/' 

Translation: You are trying to use the 
128-bit security update for Win98 Dial-Up 
Networking with Win98 Second Edition. The 
original 128-bit security update only works 
withWin98. 

Solution: You'll need to download and 
install the 128-bit security update for Win98SE, 
available at www.microsoft.com/windows 
/ie/download/128bit/intro.htm. 

Error Message: "No ISDN devices were 
found. Please install an ISDN device and 
run the configuration wizard again/' 

Translation: You are attempting to install 
an external ISDN (Integrated Services Digital 
Network) device using the Modems control 
panel for broadband access, but the wizard 
works with internal ISDN cards only. 

Solution: You'll need to contact the ISDN 
device manufacturer directly and ask them 
about the installation process for Win98. Most 
likely, they will direct you to a support Web 
site with a driver and installation program that 
you can use, which will bypass the built-in 
Win98 installation process. 

Error Message: "An exception OE has 
occurred at XX called from XX in XX" 

Translation: You are attempting to send a 
large data file over a slow modem connection. 
The error appears on a blue screen. 

Solution: You'll need to reduce the maxi- 
mum packet size that your modem can sup- 
port. To do that, click Start, Settings, and 
Control Panel. Double-click Network. On the 
Configuration tab, select Dial-Up Adapter and 
click Properties. Click the Advanced tab and 
look for the IP Packet Size option. Click one of 
the following options: 

Automatic: Programmatic control; this is the 
default setting 

Large: 1,500 

Medium: 1,000 

Small: 576 GU 

by John Brandon 



PC Errors • 75 



Windows 2000 



Windows 2000 
Installation & Setup 

Solutions To Get You Off To The Right Start 




Windows errors. They're 
roughly as fun as a root 
canal. In fact, some would 
argue in favor of the root 
canal. Windows errors can 
be confusing and obscure, and, all too com- 
mon, happen all at once. They can also be 
galling and frustrating. 

But what's even worse are the Windows 
errors you get before you've even installed 
Windows, that is, errors during Windows Setup 
and installation. And yet they abound. A quick 
search at Microsoft's Help And Support (sup 
port.microsoft.com) gives dozens of results for 
the search terms "Setup" and "error." 

So what's a user to do? Below, we've gath- 
ered some of the most common, most confus- 
ing, most useful, and most outrageous errors 
messages in Windows 2000 Setup, then ren- 
dered them in plain English with simple (and 
sometimes not so simple) solutions to each. 

General 

Error Message: "This program cannot 
be run in MS-DOS mode" 

Translation: You could see this message 
when you start Setup.exe from the Win2000 
CD-ROM after booting from a floppy diskette 

76 • PC Errors 



or hard drive with CD-ROM support. It occurs 
because the program Setup.exe is a Windows 
program and can't be run from an MS-DOS 
command prompt. 

Solution: As a workaround, boot to an 
existing Windows installation and rerun Setup. 
If there's no existing Windows installation on 
your computer, start the Win2000 installation 
by booting to the Win2000 CD-ROM or use the 
Setup boot diskettes created by Makeboot.exe. 

To create a set of Setup boot diskettes using 
Makeboot.exe, insert the Win2000 CD-ROM 
into your computer's CD-ROM drive, and then 
click Start and Run. In the Open box, type 
X:\bootdisk\makeboot a:, where X is the let- 
ter of your CD-ROM drive, and press ENTER. 
Follow the instructions when prompted to cre- 
ate four Setup boot diskettes. 

Error Message: "Setup cannot create the 
folder \WINNT\TEMP" 

Translation: When you upgrade your 
Windows 95/98/NT machine to Win2000, you 
may receive this message if a file named Temp 
is in the WINNT folder. 

Solution: Fixing the problem depends on the 
type of file system you have. If you have a FAT 
32 file system, start your computer to a com- 
mand prompt. (In Win98, restart your computer, 



press and hold the CTRL key until your hard 
drive is inactive for 10 seconds, and press SHIFT- 
F5. In Win95, restart your computer, press and 
hold F8 until your hard drive is inactive for 10 
seconds, and press SHIFT-F5. Note that you may 
hear a number of beeps when you press F8, indi- 
cating a keyboard error. It's safe to ignore them, 
although you may have to tap the F8 key if the 
beeping continues after you've released the key. 
In WinNT, restart your machine with a 
Win95/98 (Win9x) Startup diskette and choose 
Command Prompt Only at the Startup menu.) 

Once you've reached the command prompt, 
type cd \ and press ENTER. Now type cd Winnt 
and press ENTER again. Type ren temp tempold 
and press ENTER to rename the Temp file. 

If you're using an NTFS file system, start 
your computer with the Win2000 CD-ROM. 
(As an alternative, you can also use the flop- 
pies you made with the Makeboot.exe tool on 
the Win2000 CD-ROM.) When you're prompt- 
ed to repair or continue Setup, choose Repair 
and Recovery Console. Switch to the WINNT 
folder and rename the Temp file to Tempold. 
Type exit, and Setup will continue after your 
computer reboots. 

Error Message: "Setup is unable to 
locate temporary files" 

Translation: You may see this error during 
Win2000 Setup because the hard disk on which 
Winnt.exe or Winnt32.exe placed temporary 
files is not currently visible to Win2000. 

Solution: The resolution to the problem is 
tedious. You'll need to back up the hard drive, 
repartition the hard drive, restore the backup, 
and reinstall Win2000. To back up the hard 
drive you'll need a good, third-party backup 
solution, or you can back up your data online. 
(A quick search on Google will yield dozens of 
sites that let you do this for a small fee.) To 
repartition the hard disk, use a third-party 
drive partitioner such as Symantec's Par- 
titionMagic. A partition is a logical division of 
a physical drive, such as your hard drive. 
Creating partitions can be complex, so unless 



Windows 2000 



you're an expert, it's best to resort to third- 
party software that walks you through it. 

Error Message: Setup fails to copy ran- 
dom files during text-mode Setup. 

Translation: During text-mode Setup, you 
may receive one of several messages stating that 
a file can't be copied because it's damaged or 
missing. This can occur because the Windows 
CD-ROM is damaged or dirty, PC133 SDRAM is 
being used in a computer that requires PC100 
SDRAM, the CD-ROM drive is malfunctioning, 
or the RAM is faulty or malfunctioning. 

Solution: To resolve the problem, first 
clean your CD-ROM. Be sure to use a soft, lint- 
free cloth and not a paper towel, which can 
damage the surface of the disc, and wipe in a 
linear motion outwards from the center of the 
disc. (Avoid using a circular motion.) Once 
you've cleaned the CD-ROM, run Setup again 
and see if this resolves the problem. 

If this fails to resolve the problem, check 
your computer's RAM. Make sure the RAM on 
your motherboard is the correct type of RAM 
suggested by the motherboard's manufacturer. 
(You'll need to consult the documentation that 
came with your system to find out what kind 
of RAM your computer needs, and then care- 
fully open the unit to expose the motherboard 
and check to see if that type of RAM is in fact 
being used.) Also check the CD-ROM drive to 
be sure it's functioning properly. (You can do 
this by playing a music CD or trying to run 
another setup program to see if it works.) If 
you have another CD-ROM drive available, 
consider using it to install Win2000. 

Error Message: The keyboard does not 
work properly during text-mode Setup. 



Translation: Sometimes during the text- 
mode portion of Setup, your keyboard may not 
function correctly, and you may not be able to 
use it to create, delete, or format a partition. 

Solution: This can happen if your key- 
board uses a layout that's not the standard US- 
101 layout, such as Dvorak. While the Dvorak 
layout is loaded during the text-mode portion 
of Setup, it's ignored until the GUI (graphical 
user interface)-mode portion begins. There's 
no way to resolve the problem except to switch 
keyboards or randomly press keys until you 
find the key that maps to the US-101 key 
you're looking for. But beware: You could 
inadvertently delete a partition. 

Error Message: "Cannot modify the drive 
letter of your system or boot volume" 

Translation: You may see this error mes- 
sage when you attempt to change the drive let- 
ter of the system volume (the drive on which 
Win2000 is installed, for example) after Setup 
has finished. 

Solution: The drive letter for the system 
volume is hard-coded in the Windows 
Registry and cannot be altered. In Win2000, 
you can reassign the drive letters linked to 
other drives, but not the system volume, using 
the Disk Management Console. 

Note that when you're installing Win2000 
from Winnt32.exe, you can specify the location 
of the folder in which Windows should be 
installed by choosing Advanced Options during 
the text-mode portion of Setup. This feature is 
only available when performing a clean installa- 
tion of Windows, that is, when installing 
Win2000 on a blank hard drive or installing it in 
a folder other than the folder in which an exist- 
ing version of Windows is installed. 



Error Message: Setup reserves disk 
space for upgrading to a dynamic disk. 

Translation: On occasion during Setup, you 
may choose to create a partition that uses all the 
remaining space on your hard drive, only to find 
that Setup does not let you use the maximum 
space available. For example, if you elect to cre- 
ate a 5,028MB partition on a hard drive that has 
only 5,028MB available, Setup will create a parti- 
tion that's only 5,027MB or less in size. 

Solution: Why does it create the partition of 
that size? Because Setup reserves space at the 
end of the disk in case you later want to upgrade 
the disk to a dynamic disk. Dynamic disk infor- 
mation is stored at the end of the disk, and the 
least amount that can be reserved is one cylin- 
der, or 1MB, whichever is greater. (Depending 
on your drive geometry and translation, a cylin- 
der can be up to 8MB in size.) 

Windows Registry 

(NOTE: Solutions to errors in this section 
involve changes to the Registry. The Registry is a 
complex database of settings and other Windows 
configurations. Even the smallest change to the 
Registry, if performed incorrectly, can make your 
system malfunction. You should open, view, and 
edit the Registry only if you know how to back it up 
and restore it to its original state before you attempt 
to change it in any way.) 

Error Message: "Windows 2000 Setup 
could not detect the version of Windows 
you are currently running. Setup cannot 
continue/' 

Translation: You may receive this error 
message when you attempt to run Win2000 
Setup from within Win9x/NT. It occurs when 
your version of Win9x/NT does not contain a 



Most Confusing Error Message 



Error Message: Setup allows invalid characters in the computer name. 



Translation: In the GUI-mode portion of Setup, you're allowed to 
enter nonstandard characters such as [, +, *, and ? 
when prompted to enter the computer name. When you 
do, Setup displays a warning about using a non-DNS 
(domain name system) name, but still allows you to con- 
tinue. Once Setup is finished, the error log (Setuperr.log) 
shows the computer name has nonstandard characters. 

Solution: Confusing? Setup tells you certain characters are invalid 

and then lets you use them anyway. Luckily, the solution is sim- 
ple. Just avoid any use of the following characters while naming 
your computer, and you'll be fine: / \ []":; | <> + = ,? *. □ 



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PC Errors • 77 



Windows 2000 



Product ID from Microsoft (in which case your 
software may be a beta version or an illegal 
copy and should be replaced with a fully 
licensed copy). 

Solution: To fix the problem, you'll need 
to edit the Registry to add a Product ID. To 
proceed, click Start, Run, and type regedit in 
the Open box; press ENTER. In Win9x, lo- 
cate the following Registry key HKEY_ 
LOCAL_MACHINE/SOFTWARE/MICROS 
OFT/WINDOWS/CURRENTVERSION/PRO 
DUCTID and add the number of your 
Product ID as the value of the Registry's key. 
(If you don't have a Product ID, you'll need 
to contact Microsoft or purchase a fully- 
licensed version of the software in question 
to obtain one.) 

In WinNT, locate the following Registry 
key HKEY_LOCAL_MACHINE/SOFT 
WARE/MICROSOFT/WINDOWSNT/CUR 
RENTVERSION/PRODUCTID and add the 
number of your Product ID as the value of 
the Registry's key. 



Most Hilarious Error Message 

Error Message: Setup thinks you're in Baghdad 
(or Kuwait, or Riyadh . . .) 

Translation: Take heart if Setup tells you it can't 
determine your time zone properly. 
Chances are you had your time 
zone set to Baghdad, Kuwait, 
Riyadh, or another time zone that 
seems to bamboozle Win2000 (for 
reasons known almost entirely to 
Microsoft, of course). The problem? 
This time zone matches more than 
one Win2000 time zone, and tech- 
nically, Windows can't determine if 
you're actually in Nairobi or Kuwait. 

Solution: So what's a world traveler to do? 

Simply set the time zone manually 
and you'll be fine. □ 




Error Message: "Setup encountered an 
unexpected critical error . . . not all set- 
tings were transferred . . ." 

Translation: You may encounter this error 
message while trying to upgrade a Win9x 
machine to Win2000. Specifically, you may see 
it while another message, "Setup is migrating 
Windows 95 settings to Windows NT," is 
being displayed. It occurs when the following 
Registry key is damaged or missing: 
HKEY_LOCAL_MACHINE/SOFTWARE/MI 
CROSOFT/WINDOWS KEY. 

Solution: If the key is damaged or miss- 
ing, the Registry cannot be reloaded during 
the upgrade and the error message will dis- 
play. Microsoft claims this behavior is by 
design and that no fix is currently available 
for it. 

Hardware 

Error Message: Access to the CD-ROM 
is lost at the start of GUI-mode Setup. 

Translation: When you're 
installing Win2000, you might 
lose access to your CD-ROM 
drive after the initial portion of 
the Setup (known as text-mode 
Setup) completes and the second 
portion of the Setup (known as 
GUI-mode) begins. If this is the 
case you might see one of several 
long error messages, including 
the following: 

"The file Nt5inf.cat on 
Windows 2000 Product CD- 
ROM is needed. 

Type the path where the file is 
located, and then click OK. 

Copy file from: 

GLOBALROOTXDEVICE 
\CDROM0\I386" 

If you click Cancel, you receive 
the following error message: 

"FATAL ERROR: 

An error has been encoun- 
tered that prevents Setup from 
continuing. 

Setup failed to install product 
catalogs. This is a fatal error. The 
Setup log files should contain 
more information. 

Press OK to view the Setup 
log file." 

If you click OK to view the 
Setup log, you'll find that it con- 
tains this error message: 



"Error: The GLOBALROOTXDEVICE 
\CDROM0\I386\NT5INF.CAT catalog file 
could not be found. The error code is 1. This is a 
fatal error. 

Incorrect function." 

Why all the trouble? These problems occur 
when Win2000's GUI-mode Setup looks for 
but can't find the CD-ROM drive because of 
outdated firmware on the drive itself 
(firmware is software embedded in hardware) 
or simply because the drive is not compatible 
withWin2000. 

Solution: To resolve the problem, contact 
the manufacturer of the drive to see if there's a 
firmware update; most often, you can down- 
load updates from the manufacturer's Web 
site. If no update is available, you may need to 
replace the unit with one that's compatible 
withWin2000. 

There is, however, a workaround. You can 
use a Win9x Startup disk with CD-ROM sup- 
port to copy the 1386 folder from the Win2000 
CD-ROM to your hard drive. Then, run 
Winnt.exe from the copied folder to install 
Win2000. 

Error Message: "Setup cannot access 
this disk/' 

Translation: You may receive this error 
message during a Win2000 installation immedi- 
ately after you accept the license agreement. It 
occurs when the disk controller can't effectively 
communicate with the hard drive for a number 
of complex reasons, among them a damaged 
hard drive or controller, an incorrect driver for 
the disk controller, a bad termination on the 
SCSI (Small Computer System Interface) chain, 
or a hardware compatibility issue with 
Win2000. But of all these, the most common 
cause of the problem is simply a bad hard drive. 

Solution: To resolve the issue, make sure 
the hard drive, the disk controller, and any 
related hardware all function correctly and are 
allWin2000-compatible. 

Error Message: The computer hangs 
while Setup is inspecting the hardware 
configuration. 

Translation: During a Win2000 installation 
the computer may stop responding when it dis- 
plays the following message: "Setup is inspect- 
ing your computer's hardware configuration." 

Solution: This problem can happen if a 
disk controller is configured to support 
removable media (such as Zip disks) as fixed 
drives. To fix the problem, turn off any feature 
that treats removable disks as fixed disks in 



78 • PC Errors 



Windows 2000 



the BIOS (Basic Input/Output System). How? 
It differs from machine to machine. On some 
computers, you access the BIOS by pressing a 
certain key combination as the machine boots 
up. Look for this information on the screen 
during startup, or consult your computer's 
documentation for details. 

Note that some controllers have a Boot Device 
Only option. Choosing this option often solves 
the problem and still lets the computer boot 
from a CD-ROM or other removable media. 

Error Message: "An error has been 
encountered that prevents Setup from 
continuing. The critical system info 
file SySetup.inf layout is corrupt or 
missing." 

Translation: This message typically 
appears after Setup restarts your computer 
during the installation process. It occurs if you 
have faulty or incompatible RAM installed on 
your computer. 

Solution: To fix the problem, remove and 
replace your RAM. 

Error Message: "Setup cannot load the 
keyboard layout file Kbdus.dll. 

Setup cannot continue. Shut down or 
restart you computer/' 

Translation: You could see this error 
when you start your computer from the 
Win2000 installation CD-ROM to perform an 
installation or repair or to use the Recovery 
Console. It occurs when all drive letters are 
already assigned to existing disk partitions 
(when your computer has 24 or more parti- 
tions, for example). 

After you start from the Win2000 installation 
CD-ROM, Mount Manager (the program that 
assigns drive letters to disk partitions) queries 
your hard drives and assigns drive letters to all 
existing partitions, then assigns a letter to your 
CD-ROM drive. If you have 24 partitions or 
more, Mount Manager can't assign a letter to 
your CD-ROM drive and can't continue Setup. 

Solution: To resolve the problem, power 
off one or more of your hard drives to reduce 
the total number of existing partitions on your 
system, until you have less than 24 partitions. 
Then restart your machine from the Win2000 
installation disk. This enables Mount Manager 
to assign a drive letter to your CD-ROM drive. 

Error Message: Setup cannot specify a 
video mode. 

Translation: On occasion, while installing 
Win2000, you may encounter a loop during the 



GUI-mode portion of Setup at the video- 
mode selection screen. You may receive an 
error message when you choose your video 
mode and be prompted to select another 
video mode instead. You're then returned to 
the video-mode selection screen, but none of 
the options work and there's no way to 
bypass the error message. 

Solution: This problem is caused 
because Win2000 cannot detect the type of 
video adapter installed on your computer. 
When it happens, Setup loads a standard 
VGA video driver, which only supports 16 
or 256 colors. To fix the problem you'll 
need to replace your video card with one 
that's compatible with Win2000. You can 
find a list of compatible hardware on the 
Win2000 HCL (Hardware Compatibility 
List) at the Microsoft Web site (http:// 
www.microsoft.com). 



Error Message: Vertical lines appear 
on screen during Setup. 

Translation: During Win2000 Setup, you 
may see a blank screen with vertical lines. 
After Setup restarts your computer, your 
screen may function normally for some time, 
only to have the vertical lines reappear dur- 
ing the GUI portion of Setup. 

Solution: This problem occurs if you're 
using a video adapter with the Trident 
9660 chipset. Neither Microsoft nor 
Trident continues to support the 9660 
chipset. To solve the problem, switch 
your graphics adapter to one that has 
a supported chipset. 



Most Common Error Message 

Error Message: Win2000 does not 

prompt you to choose a 
language during Setup. 



Translation: 



Solution: 



You may not be 
prompted to choose a 
language when you run 
Win2000 Setup from 
MS-DOS or Windows 
3.x, which in turn may 
prevent you from con- 
figuring some of the 
regional settings during 
the latter part of Setup. 

This problem occurs 
because the Windows 
Setup program, 
Winnt.exe, does not 
support this feature. 
(The language feature 
is only available in the 
32-bit version of the 
Setup program, 
Winnt32.exe.) To work 
around the problem, 
simply configure your 
language and regional 
options after you've 
installed Win2000. □ 



Error Message: "Disk I/O error: 
Status=00008001 

Failed to arcread the boot partition 
to check for a disk signature" 

Translation: You may receive this 
message when you start Setup from the 
Win2000 installation CD-ROM or flop- 
pies. It can occur if an IDE (Integrated 
Drive Electronics) Zip drive is installed on 
the primary IDE channel as the master. (The 
arcread application imports files from volume 
sets on your CD and displays them on-screen.) 

Solution: If that sounds confusing, don't 
worry. To fix the problem, simply disconnect 
the Zip drive during Setup and reconnect it 
once Setup is complete. 

Error Message: "Error code 800b0001 

Signature for Windows 2000 Profes- 
sional is invalid 



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Setup had problems registering the 
following OLE control dll: WINNT 
\System32\initpki.dll" 

Translation: You may receive this error 
message during the device detection phase of a 
Win2000 installation. It occurs if the computer 
you're using has an old or outdated BIOS. 

Solution: To resolve the problem, you'll 
have to upgrade your motherboard to the lat- 
est version of BIOS and run Setup again. 



PC Errors • 79 



Windows 2000 



Most Unusual Error Message 



Error Message: "Service pack 3 Setup error. An error in updating your system 
has occurred." 



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Translation: This problem occurs if the version of the Windows Installer on 
your computer is outdated or corrupted. 

Solution: To fix it, you'll need to disable the version of the Windows 

Installer currently on your system and replace it with the most 

current version. Click Start, Programs, Administrative Tools, 

and Services, and then double-click Windows Installer. Under 

Startup Type, select Manual and click OK. Next, click Start and 

Run. In the Open box, type regedit and press ENTER. (Note 

that in doing so you'll open the Windows Registry for editing. The Registry is a database of system settings that determines 

the configuration of Windows; any change to the Registry can result in significant damage to the system, so proceed past 

this point at your own risk.) 

In the Registry Editor, locate and delete the following subkey: HKEY_LOCAL_MACHINE\SYSTEM\CURRENTCON- 
TROLSET\SERVICES\MSIServer. When asked to confirm the deletion, click Yes and restart your computer. Next, 
download and install the most current version of the Windows Installer from the Microsoft Web site at 
download. microsoft.com/download/Windowslnstaller/lnstall/2.0/NT45/EN-US/lnstMsiW.exe □ 




Error Message: The primary monitor is 
switched during Setup. 

Translation: When you're installing 
Win2000 on a machine with multiple video 
cards and monitors, Setup may seem to hang 
and display the message "Starting up ..." If 
you turn on all your monitors, you'll see that 
Setup has switched its activity to another moni- 
tor. The computer's BIOS is set to use a monitor 
using an AGP (Accelerated Graphics Port) 
video adapter by default, but Setup has 
switched to a monitor using a PCI (Peripheral 
Component Interconnect) adapter. 

Solution: Microsoft claims this behavior is 
by design. To work around it, simply keep all 
your monitors on during Setup. 

Error Message: "Setup has encountered 
an error and cannot continue. 

Contact technical support for assis- 
tance. The following status will assist 
them in diagnosing the problem. 

(0x5, Oxl, 0, 0) 

-or- 

(0x5, Oxl, 0x3, 0) 

Setup cannot continue. To quit Setup, 
press F3." 

Translation: You may see this error when 
you try to perform a fresh Win2000 installation 
on a hard drive that was converted to a dynam- 
ic drive. Specifically, the drive already contains 
four dynamic partitions. During Setup, if unal- 
located free space is still available on the disk 
and then selected, Setup tries to create another 



partition from this space, which is not permit- 
ted. (Note that dynamic disks can support more 
than four partitions, but installing Win2000 to 
dynamic disks is not fully supported.) The 
strings of numbers (0x5, Oxl, 0, and so on) are 
special codes that help Microsoft techs pinpoint 
and diagnose your problem. You can view 
them as "techspeak," or jargon that a trained 
technician will intuitively understand. 

Solution: To work around the problem, 
simply install Win2000 on another pre-existing 
partition or on free space on a basic (nondy- 
namic) disk. 

Partitions 

Error Message: Setup changes drive 
letters after a partition is deleted and 
reinstalled. 

Translation: If you delete a partition dur- 
ing the text-mode portion of Setup, then cre- 
ate a new partition using the space you've 
freed up and install Win2000 on the new par- 
tition, Setup may change the drive letters on 
your system. 

For example, say you have a computer with 
one hard drive and two partitions: C: and D:. 
You also have a CD-ROM drive named E:. 
During Setup, you delete the D: partition and 
create a new partition using the unpartitioned 
space, on which you install Win2000. When 
you're done, you discover that Windows was 
installed on drive E: and the CD-ROM drive 
has become drive D:. 



Why all the changes? During Setup, when 
you delete a partition that holds a drive 
(whether it's physical or logical), Windows 
reassigns letters to all drives that had letters 
after the one you deleted, then assigns the next 
available drive letter to the new partition. 

Solution: To solve the problem and preserve 
your drive's letters, first delete and re-create the 
partitions you'd like, and then start Win2000 
Setup. You can do this by using a boot diskette 
that contains partitioning software or by using 
third-party partitioning software itself. 

Error Message: "You chose to install 
Windows 2000 on a partition that con- 
tains another operating system. Installing 
Windows 2000 on this partition might 
cause the operating system to function 
improperly." 

Translation: You may receive this message 
when you boot your Win98/NT machine from 
the Win2000 CD-ROM or diskettes. It indicates 
that Setup did not recognize the operating sys- 
tem you're attempting to upgrade. (That's cor- 
rect: Setup did not recognize Win98/NT.) If you 
choose to continue, Setup will install a new 
installation of Win2000, instead of an upgrade to 
your current OS, causing your current operating 
system to stop working properly. 

Solution: Simply put, Win2000 won't sup- 
port upgrading Win98/NT when booting from 
the Win2000 diskettes or CD-ROM. To upgrade, 
boot Win98/NT as you would normally, then 
run WinNT32.exe from the Win2000 CD-ROM. 



80 • PC Errors 



Windows 2000 



Error Message: Setup cannot create a 
new partition in the space you selected 
because the maximum number of parti- 
tions already exists on the disk. 

Translation: Hard drives are allowed four 
partitions, either four primary partitions or 
three primary partitions and one extended par- 
tition. This problem occurs because you've 
already created the maximum number of parti- 
tions on your hard drive and Setup is attempt- 
ing to create yet another. 

Solution: It's simple. Delete the last partition 
from your hard drive and let Setup combine it 
with any unpartitioned space on your drive to 
make a new partition. But note: Deleting a parti- 
tion deletes all data on the partition, so be sure 
to back it up first if you plan to keep the data. 

Error Message: Multiple unpartitioned 
spaces are displayed during Setup. 

Translation: During the text-mode por- 
tion of Win2000 Setup, multiple unpartitioned 
spaces may be displayed on a single hard 
drive. When this happens it may seem like it's 
not possible to use all the available space on a 
single partition, and you may be unable to 
delete the extra (unpartitioned) space. This 
problem occurs if you've deleted a logical 
drive from an extended partition but not yet 
removed the extended partition itself. 

Solution: To solve the problem, select the 
unpartitioned spaces (starting with the last 
entry first) on the drive containing them and 
then press c to create a new partition. Next, 
select the new partition and press d to delete it. 

Networking 

Error Message: "Network component 
upgrade 

Error copying OEM files from the 
specified location. 

Do you want to cancel this upgrade?" 

Translation: You may see this error message 
almost immediately after inserting the Win2000 
CD-ROM into the CD-ROM drive of a computer 
that's running a Win2000 beta release and then 
clicking Setup. If you click Yes or No, you see 
the following error message: 

"Error initializing OEM files. 

The option to upgrade is not available at 
this time. Access is denied." 

This problem occurs when the Novell client 
for Win2000 is installed. 

Solution: To resolve the problem, remove 
the Novell client software from the beta release 
of Win2000. Run Winnt32.exe from the Win2000 



2nd Most Unusual Error Message 



Error Message: "Setup has encountered a fatal error that prevents it from continuing. 
Contact your product support representative for assistance. The fol- 
lowing status will assist them in diagnosing the problem. 
(0x4,0x1,0,0) 
Setup cannot continue. Power down or reboot your computer now." 

Translation: This message can appear at the beginning of Setup if some or all of your 
drives are damaged and not working properly. In that case, Setup can't 
reliably count them and is forced to stop. The problem is also caused by 
two or more disks that contain the same disk signature (Windows keeps 
track of which disk is which using a unique, four-byte disk signature that's 
found in the MBR [Master Boot Record] of each disk) or two or more RAW 
disks (that is, those with no file systems) whose MBR checksums are 
identical. (The Master Boot Record is a small but crucial program that gets 
executed when a computer boots up. It starts the boot process by search- 
ing for the partition table to verify which partition to use for booting.) 

Solution: To fix this problem you'll need to know which drive or drives are causing 

the error message. First, remove any drives that are not necessary to the 
Win2000 installation. If you have only one drive on your machine to start 
with, check all BIOS (Basic Input/Output System) and jumper settings, 
cabling, and termination, then run Setup again. (You'll need to consult 
your computer's documentation for the details of these tasks.) If your drive 
is new and has never been formatted, format it and then use the MS-DOS 
or Windows FDISK tool to partition it before running Setup. Remember, 
you can delete and recreate partitions once Setup begins. □ 



CD-ROM. Once the installation of Win2000 is 
complete, download the current Novell client 
from www.novell.com and install it. 

As an alternative, you can install the 
Microsoft Client for NetWare component 
included with Win2000. Be sure to also install 
CSNW (Client Services for NetWare). 

Error Message: "Installer not responding 

Internal Error 2608, 1332" 

Translation: You may see this message dur- 
ing installation if the system cannot locate a 
valid domain account. This tends to happen 
when the domain controller is down (the 
domain controller is a type of server that con- 
trols access to assets on a Windows network), 
when there are failures in the network, or when 
the user has changed his password when log- 
ging onto the current computer. In the case of 
network or computer failures, there could be a 
delay while the system waits for a response. 

Solution: To solve the problem, contact your 
network administrator and ensure that your 
domain controller is online and there are no fail- 
ures on the network. This is a fatal error to 
Setup, meaning it cannot continue once this 
error is encountered. 



Error Message: Setup requests a DHCP 
IP address too early. 

Translation: On occasion, when you do a 
clean installation of Win2000 (that is, you're 
not upgrading from a previous version of 
Windows), Setup may request a DHCP 
(Dynamic Host Configuration Protocol) serv- 
er assigned IP (Internet Protocol) address 
during GUI-mode Setup before you have the 
choice of using a static IP address or using 
DHCP to automatically obtain an IP address. 
Otherwise put, Setup incorrectly prompts for 
a DHCP address before you have the chance 
to choose between a static IP address and a 
server assigned IP address. 

Solution: To solve the problem, create a 
Setup answer file named Winnt.sif using the 
Setup Manager deployment tool from the 
Windows 2000 Resource Kit. The file will con- 
tain the static IP address you intend to use. For 
details on creating and using a Setup answer 
file in conjunction with Win2000 Setup, consult 
the Microsoft Help And Support area at sup 
port.microsoft.com. H 

by David Garrett 



PC Errors • 81 



Windows 2000 



Windows 2000 

Startup 

& Shutdown Errors 

Say Hello & Goodbye With Ease 




Windows 2000 




Few experiences are as disheartening as 
when the computer seems to start up or 
shut down fine and then, suddenly, 
there is that familiar error message box with an 
official-sounding message. Despite the chill 
that comes up the spine at such a moment, 
error messages rarely mean that all is lost. 
Instead, they point to a usually minor discrep- 
ancy between what the operating system 
expected to find and what it actually did, or 
didn't, discover in its search for settings. 

Windows 2000 has a slew of error messages 
in its normal course of operations, including 
difficulties with external devices, user authen- 
tication problems, and simple memory snafus. 
Often, computers configured to launch certain 
applications or automatically connect to the 
network during Startup will see error mes- 
sages that relate to different configuration 
options or incompatibility problems. Sim- 
ilarly, when a computer is shut down, it has to 
follow a certain path to turn off safely, which 
can lead to errors with networks, devices, 
applications, and access. 

Here are some of the most common errors 
that crop up when the system is turned on or 

82 • PC Errors 



shut down and some suggested methods for 
tackling those dreaded error messages. 

General Error Messages 



Error Message: "An internal Windows 
2000 error occurred/' 

Translation: Usually, this refers to an 
incompatibility with software. 

Solution: Deselect any applications that 
are set to open at Startup by clicking Start, 
Programs, and then selecting Startup. This 
will indicate which applications launch auto- 
matically. If there's still a need to have cer- 
tain applications open at Startup, select only 
one application to open and restart the com- 
puter. This should indicate which software is 
causing the problem. If there are no software 
applications selected to open at Startup, con- 
tact Microsoft technical support to determine 
the cause. 

Error Message: "The server is config- 
ured without a valid user path/' 

Translation: The user path is an entry in 
the server's configuration file. If it doesn't find 



a valid directory listing, it can't configure the 
server properly and this error message results. 
Solution: Add a user path by creating the 
directory, if it doesn't already exist. Stop the 
server service and type the path of the directory 
as the value for USERPATH in the server's con- 
figuration file. Then start the server and 
Netlogon services. To do this, choose Start, 
Settings, Control Panel, and double-click 
System. Select the Advanced tab and click 
Environment Variables. Look for Path in the 
User Variables and System Variables. If you're 
unsure of where to add the path, add it to the 
right end of the Path in the User Variables. A 
typical value for this is: C:\j2sdkl. 4. 2_<ver- 
sion>\bin. Click OK or Apply. 

Error Message: "Error loading operating 
system/' 

Translation: When you start a computer 
from the hard drive, the system's code identi- 
fies the Startup disk and identifies the MBR 
(Master Boot Record). This is the first physi- 
cal sector on a bootable disk drive and the 
place where the partition table is located. If 
the first hard drive on the system doesn't 
contain an active partition, or if the MBR 
can't locate the system partition's boot sector 
to start the operating system, the MBR will 
display this error message. Other error mes- 
sages that may also be displayed because of 
this problem are "Invalid partition table" and 
"Missing operating system." 

Solution: There might not be an active par- 
tition on the hard disk that you want to use to 
start the computer, or the wrong partition 
might be identified as the active partition. In 
that case, use an MS-DOS Startup diskette to 
start the computer and use the Fdisk tool to set 
or change the active partition. If the MBR is 
corrupted, which you'd see if the error mes- 
sage occurs again after using Fdisk, you might 
need a third-party disk that can make the 
change manually. The partition table field that 
should be changed is the System ID field. 

Error Message: "The parent directory 
could not be located/' 

Translation: The parent directory is a part 
of the network. When your computer tries to 
log on to the network, it searches for the par- 
ent directory to establish permissions for the 
individual user. 

Solution: Ask your network administrator 
about assigning permissions to the parent 
directory. If you're the administrator, change 



Windows 2000 



permissions setting so the system will automat- 
ically be granted access at Startup or at logon. 
Do this by going to the Active Directory file 
inside the SYSTEM folder. Within that, change 
the information in the Permissions section. 

Error Message: "Unable to allocate 
required resources. Initialization failed/' 

Translation: There was a shortage of a 
resource that the system requires. Usually, 
resource allocation messages refer to mem- 
ory shortages. 

Solution: Close some applications that 
were designed to open at Startup and reboot. If 
the error message appears again, check the 
event log to find out if other errors occurred at 
the same time to determine if memory is the 
problem. If other action is needed for those 
errors, such as network resource allocation, 
take the steps necessary to correct them. 
Otherwise, you may need to install more mem- 
ory to prevent the error in the future. 

Error Message: "Insufficient buffer size, 
unable to proceed/' 

Translation: A buffer is a temporary stor- 
age area, usually in RAM. Its purpose is to act 
like a holding area so the computer's processor 
can manipulate the data before it's transferred 
to a device. When this error appears, it means 
the display driver and the miniport are work- 
ing on the assumption that the same buffer 
structure has two different sizes. This might 
occur because the software that opens at 
Startup has been compiled with more than one 
version of a header file. 

Another possibility is that there's insuffi- 
cient space in a miniport structure to hold 
mode tables for all the graphics modules that 
are supported by a particular adapter. This 
might happen if support for more modes has 
been added or if the miniport structure has 
been made smaller. 

Solution: Check memory allocation and 
set to default settings. To do this, press 
CTRL-ALT-DEL, select Task Manager, and 
click the Performance tab. Note the percent- 
age numbers. Start one of your applications 
and run it for about 15 minutes, then quit. Go 
back to the Performance screen and note the 
percentage number again. If the system 
resources are significantly lower, there is a 
problem with the memory. At this point, you 
will need to contact Microsoft support. To 
work in the meantime, you can restart your 
computer, and it should allow for some oper- 
ational functionality. 



Error Message: "An internal consisten- 
cy check failed." 

Translation: An error has been detected 
with a piece of software, which is preventing the 
system from starting up properly with the soft- 
ware that's set to open automatically at Startup. 

Solution: Locate which software applica- 
tions are set to automatically open at Startup. 
Disable all of them and reboot. If no internal 
consistency checks are failing, enable one 
application at a time and reboot until the 
problem reoccurs. This way the troublesome 
software can be found. Either use a recovery 
program to fix the error with the software, or 
don't enable the software to open at Startup. 

Error Message: "Unknown error." 

Translation: This is a common error mes- 
sage that indicates there may be multiple prob- 
lems with the system or simply a configuration 
error that the system can't identify. 



Solution: An error like this will require 
multiple troubleshooting efforts, similar to 
what's needed for Stop messages. First, try 
restarting the computer to see if the problem is 
corrected. If not, check device connections and 
configurations, software configurations, and the 
event log. If the error message persists and the 
problem can't be located, contact Microsoft's 
technical support. 

Error Message: "FTP Server could not 
initialize the socket library. The data is 
the error." 

Translation: An FTP (File Transfer Pro- 
tocol) Server is a software application that runs 
on a computer host, using the File Transfer 
Protocol, and is generally used to host comput- 
er files. Sockets are software objects that con- 
nect an application to a network protocol or 
other computer somewhere on the Internet. 
The socket library keeps track of these objects, 



Most Common Error Message 



Error Message: "While initializing device: Windows Protection Error. You need to 
restart your computer." 

Translation: This is a general message that means there's a problem with hard- 
ware, drivers, or corrupt files. Drivers may not have loaded correctly 
while the system was booting, or drivers may have been unloading 
improperly during shutdown. It's also possible that some drivers will try 
to use a separate system file, so that when Windows tries to load it at 
the same time, an error will occur. 

Solution: Because it's possible that a virus or multiple improper shutdowns is 

causing the error, run a virus check first. Then, check hardware set- 
tings to determine if the error could be caused by a damaged com- 
ponent. Because there are many areas that need to be checked to 
find the problem, it may be easiest to reinstall Windows if this error 
occurs often. □ 



Most Frustrating Error Message 



Error Message: "A general network error occurred." 

Translation: A failure has occurred in the network hardware. This could have 

occurred because of a hardware conflict, or it could have happened 
because of a problem with any number of server service commands. 

Solution: It's possible that the last network device or network software installed 

is what's causing the problem. Uninstall the questionable hardware or 
software and do a reinstall to determine whether that's the difficulty. 
This is a general message that will take time to sort out if a new piece 
of equipment hasn't just been installed. If that's the case, each piece of 
network hardware and software should be individually tested. □ 



PC Errors • 83 



Windows 2000 



and the socket library function makes the infor- 
mation active by creating a communications 
endpoint. When the server can't find the end- 
point, this error is generated. In this case, a 
piece of data is suspected to be the cause. 

Solution: Check your system resources to 
make sure you have enough available memory 
to open a socket. Also, check the bindings of 
the TCP/IP (Transmission Control Proto- 
col/Internet Protocol) stack to verify that 
TCP/IP appears at the top of the stack. To do 
this, open Control Panel and select Network, 
then go to Bindings. Check to make sure your 
TCP/IP setting is correct. If you don't know 
your IP setting, go to Start, Programs, Acces- 
sories, and click Command Prompt. This will 
bring up a command line. Type IPconfig and 
this will show you the correct setting. 

Error Message: "A corrupt extension 
'path' was detected in the Registry/' 

Translation: A file extension name is 
incorrect, probably because it has more than 
three characters. 

Solution: Use the Registry Editor to correct 
the corrupted extension. Open the Registry by 
clicking Start and then Run. Type regedit in the 
box and click OK. Delete the invalid extension 
under \\HKEY_LOCAL_MACHINE\SYS- 
TEM\CurrentControlSet\Services\Macfile\Par 
ameters\Extensions. 

NOTE: Use caution when changing the Registry. 
A mistyped entry can wreak havoc on your PC. 

Error Message: "The server could not be 
located." 

Translation: The server specified as the 
one the computer should access doesn't seem 
to exist or can't be found. 

Solution: Most often, a server location 
problem is the result of a misspelling. Check 
that the server name is entered properly. To 
see a list of servers in your domain, click Start, 
Programs, Accessories, and then Command 
Prompt. Type NET VIEW in a command line. 
Remember to precede computer names with 
backslashes, as in \\<computer name>. 

Error Message: "Invalid domain or serv- 
er name." 

Translation: If your computer is set to log 
on to a server at Startup, it will automatically 
look for the name of the server or domain that 
it's been set to find. 

Solution: Make sure you have the correct 
domain name or server name. One possibility 
is that the server or domain name has been 



Most Confusing Error Message 



Error Message: "The specified extended attribute handle is invalid." 

Translation: A file that opens at Startup contains a reference to an attribute that 
doesn't exist. This could be caused by damage to the disk partition or 
improper modification of the extended attribute system file. 

Solution: Run ScanDisk, a disk analysis and repair tool that checks a drive for 

errors and corrects the problems it finds. To do this, select Start, 
Programs, Accessories, and Command Prompt. Type SCANDISK. □ 



changed in the time between when the com- 
puter was shut down and when it has been 
started again. If that's the case, the new name 
should be entered into the computer and the 
computer should be restarted. 

Device & Driver Errors 

Error Message: "Not enough memory 
was available to allocate internal storage 
needed for the device/' 

Translation: Most likely, a third-party dri- 
ver starts up at the same time as Windows and 
conflicts with your printer driver. 

Solution: Locate and disable the third- 
party driver so it doesn't conflict at Startup. Do 
this by going into the Control Panel and select- 
ing Add /Remove Hardware, and then locat- 
ing which driver has been chosen for Startup. 
Choose the option to disable it and reboot. 



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This screen shows a list of the drives that are found 
by the system and what type of drives they are. 

Error Message: "Registry Startup infor- 
mation is missing or invalid/' 

Translation: A problem with the Registry 
is usually due to missing or corrupt files that 
are the result of drivers loading or unload- 
ing incorrectly. 

Solution: Try booting into Safe Mode and 
replacing the file manually from your CAB files. 
It may also be necessary to reinstall Windows 
into a new directory for testing purposes. 

Error Message: "Computer is too fast for 
current driver software/' 



Translation: The driver software that's 
been installed is incompatible with Win- 
dows 2000. 

Solution: Upgrade the device driver for the 
device that's indicated in the error message to 
one that's compatible with the computer. 

Error Message: "The device is being 
accessed by an active process." 

Translation: If you're shutting down and 
have designated a certain drive for deletion, 
this error is an indication the drive specified is 
the one that's currently being used. 

Solution: Check the drive that you're try- 
ing to delete and make sure it's not the current 
drive in any of your sessions. If it is, and you 
still want to delete or redirect it, end the ses- 
sion so the error doesn't keep the computer 
from deleting it. 

Error Message: "The drive letter is in 
use locally." 

Translation: A drive letter is a letter that's 
assigned to a drive on a PC. For example, A: 
and B: usually refer to floppy drives and C: 
refers to a hard drive. This message indicates 
that on Startup, the computer was trying to 
assign a local drive letter to a shared resource. 

Solution: Make sure the shared resource 
being accessed doesn't have the same drive let- 
ter that's being used on an individual computer. 

Error Message: "The UPS driver could 
not be opened." 

Translation: The UPS (uninterruptible 
power supply) is a device used to power a 
computer in the event of an outage. On 
Startup, the system checks to make sure the 
UPS hardware is in place in case there's a 
problem with the computer's regular power 
supply while it's in operation. This error mes- 
sage indicates that the UPS service couldn't be 
started because the driver that accompanies 
your UPS hardware couldn't be opened. Either 



84 • PC Errors 



Windows 2000 



you don't have permission to open the file or 
the file may be corrupt. 

Solution: Make sure you have the neces- 
sary permissions on the driver file and all 
directories in the path to that file. If the error 
message still occurs after you confirm your 
permissions, you might need to reinstall the 
UPS driver in the relevant hardware. 

Error Message: "An inconsistency was 
encountered on the tape in drive letter 
X:. Do not append to this tape/' 

Translation: If the system is designed to 
do an automatic backup at shutdown or 
Startup, this error could occur. It indicates 
that the backup system detected an inconsis- 
tency in the tape and warns you against 
jumping to the end of the tape so you won't 
risk losing data. It's also possible that you're 
using a tape that the backup system does 
not support. 

Solution: Check your backup tape and try 
a different tape. Also, to prevent errors in the 
future, replace the tape with a new one and 
avoid using that tape again. 

Error Message: "The wrong version of 
the driver has been loaded/' 

Translation: A recently installed driver 
conflicts with the software that's been installed 
to support the driver. 

Solution: Check the compatibility between 
the driver and the software and make sure 
they are meant to be installed together. If there 
still seems to be a problem, contact the manu- 
facturer of the driver to get the appropriate 
driver and software combination. 



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If there's an error in the network connection, this 
Telnet screen will provide some options. 

Networking Errors 

Error Message: "The binding handle is 
invalid/' 

Translation: The system can't use the 
information that's supplied by a distributed 
application, so it can't establish a client-serv- 
er relationship that would allow for remote 
computing. 

Solution: Usually, a distributed application 
is being supplied by a third-party source, such 
as a hosting provider. Contact the vendor of 
the application to fix the problem. 

Error Message: "You are not logged 
onto the Windows 2000 workstation as a 
member of the user group that has the 
right to view the workstation's Virtual 
Memory settings." 

Translation: If your workplace logs employ- 
ees into user groups automatically upon Startup, 
this error is an indication that there's a problem 
with user access. To use the workstation, you 
have to be an administrator or a user who's been 
granted permission to read the settings that 
have been put in place by the company. 



Most Hilarious Error Message 



Error Message: "The environment is incorrect." 

Translation: The system schedules a series of tasks that it has to do regularly. 
These Scheduled Tasks have their own error handling facility that's 
used for errors that are generated while a job is scheduled, an existing 
job is active, or an existing job has its properties modified. If errors 
occur within the job, the job closes normally and an error message 
about the environment is received. 

Solution: Find the location of the error by selecting Start, Programs, 

Accessories, System Tools, and then Scheduled Tasks. Click the 
Advanced/View Log. The resulting code will display with this message: 
"The task completed with an exit code of XX." The message is inadver- 
tently hilarious, if taken out of context and viewed in a "Greenpeace is 
right" kind of way. Similarly, any error message that reads, "Argument 
is invalid" never fails to bring an ironic smile. □ 



Solution: If administrator access is grant- 
ed, then log on with that permission and try 
again. If you're a user, ask your administrator 
for the necessary permissions and log on again 
once they're granted. 

Error Message: "The workstation driver 
is not installed/' 

Translation: Windows 2000 isn't installed 
properly, or installed, or there's a problem 
with the configuration file. 

Solution: Install or reinstall the operating 
system. If the message still appears, check to 
ensure that installation settings are accurate. 
To do this, go to the free tool download section 
of Microsoft's Web site at www.microsoft.com 
/ windo ws2000 / techinf o / reskit /tools /default 
.asp and download the Installation Monitor. 
There are more than 300 other free tools avail- 
able for other troubleshooting tasks. 

Error Message: "A network resource 
shortage occurred/' 

Translation: The network hardware 
couldn't access the resources it needed. This 
may have occurred because too many sessions 
are operating or the server is out of memory. If 
several users are attempting to access the same 
information from the server at the same time, 
the amount of network resources allocated to 
access may have run out. 

Solution: Try to connect later or ascertain 
how many users are on the server and how long 
they plan on using the network resources. Talk 
to your administrator about expanding network 
resources if this is a common problem. 

Error Message: "Drive not responding." 

Translation: While enumerating the con- 
tents of the disk drive, Backup noticed a 
device error and issued this message to show 
that the drive is no longer responding 
because of that error. 

Solution: If the drive is a remote disk 
drive, check that the drive is available and 
then try restarting. If the drive still doesn't 
respond, use the Add/Remove Hardware 
option to remove the hardware and reinstall it. 

Error Message: "The Workstation ser- 
vice is in an inconsistent state. Restart 
the computer before restarting the 
Workstation service." 

Translation: The Windows Workstation 
service is prone to a vulnerability that may let 
a remote attacker gain unauthorized access to 
a vulnerable host. Because of this, there have 



PC Errors • 85 



Windows 2000 



been patches released to repair the vulnera- 
bility, and occasionally they may show up as 
inconsistent with the system on Startup. 
Solution: Restart the computer. 

Error Message: "The computer name 
already exists on the network/' 

Translation: Each workstation has an indi- 
vidual name for effective network manage- 
ment and security. If two workstations have 
been given the same name, the network will 
not let both operate. 

Solution: The duplication must be elimi- 
nated. Take both workstations off the network, 
rename one of them, and restart. 

Error Message: "Network logons are 
paused/' 

Translation: The administrator has sus- 
pended access to the network by disabling 
logons. 

Solution: Speak to your network adminis- 
trator if a notice about logons hasn't been 
issued, or if a time frame for the pause hasn't 
been announced. If you have administrator 
access, continue the Netlogon service by typ- 
ing NET CONTINUE NETLOGON. 

Error Message: "Active connections still 
exist." 

Translation: When shutting down the 
computer, the system identifies connections 
that should be closed and issues this alert if it 
finds any. Another possibility is that you tried 
to delete a network connection that still has an 
active process or is being utilized. 

Solution: For security reasons, log out of the 
connections that are open. In the future, be sure 
the processes running on a server are completed 
before you break the connection to that server 
and that processes on all remote servers are 
completed before you log off and shut down. 

Error Message: "Invalid address was 
specified for adapter name. This inter- 
face cannot be initialized." 

Translation: This error is part of a TCP/IP 
system and involves bindings. In Windows 
2000, binding is the process of associating a 
protocol driver with the network adapter it 
will work with, and then establishing a com- 
munication channel between the two. If part of 
that communication is hindered, then this 
error may occur. It might also appear if the 
Registry is corrupted. 

Solution: Remove the TCP/IP and then 
reinstall it using the Network option in 



Most Unusual Error Message 



Error Message: "Invalid RDP Data can Cause Terminal Service Failure." 

Translation: The RDP (Remote Data Protocol) that's used to communicate with 

other computers had a security vulnerability in which a particular series 
of data packets weren't being handled correctly. If a malicious user 
were to send these particular packets to an affected server, the server 
would fail. The message is considered unusual since it should have 
been fixed by a security patch. 

Solution: This is a security vulnerability that can easily be fixed by downloading 

the appropriate security patch from Microsoft's site. The problem is dis- 
cussed in Microsoft's Security Bulletin MS01-052. □ 



Control Panel. If this doesn't correct the prob- 
lem, reinstall the Registry from the Emergency 
Repair Disk that was created when Windows 
2000 was originally installed. 

Security Errors 

Error Message: "Certificate Services 
configuration information is corrupted/' 

Translation: Certificate Services allows for 
certificates to be issued to devices such as cable 
modems so security features can be put in 
place. If there's an error in the configuration 
information, Windows 2000 will consider it to 
be corrupted and won't issue the certificate. 

Solution: Several certificate bugs were 
fixed in the Windows 2000 Service Pack 4, 
including this type of error. Visit the Microsoft 
site for Windows 2000 (www.microsoft.com 
/windows2000/default.asp) and download 
the appropriate service pack. 

Error Message: "The Issuing Certificate 
could not be found. The Certificate 
Services may need to be reinstalled/' 

Translation: Unlike the error about informa- 
tion being corrupted, in this case the system can't 
find the information it needs to issue a certificate. 

Solution: Reinstall the Certificate Services 
and restart. If the error message still appears, 
download the Windows Service Pack 4. 

Error Message: "A disk I/O failure 
occurred/' 

Translation: A software error occurred 
while Windows 2000 tried to access the securi- 
ty database file. 

Solution: Use a backup copy of the securi- 
ty database from a server and try again. If the 
error persists, it's possible that your hard drive 
could have hardware problems. 



Error Message: "The security database 
is corrupted." 

Translation: The security information for 
the computer or the connection to the network 
is damaged or can't be accessed. 

Solution: The security information should 
be on a backup done by the individual or the 
company. Restore the security database from 
the backup. 

Configuration Errors 

Error Message: "A problem exists with 
the system configuration." 

Translation: The system hasn't been con- 
figured properly. There's also a chance that 
there are interoperability problems with 
devices and systems, or that system settings 
were changed so a configuration error results. 
This is a general message that doesn't point to 
a specific problem. Rather, it could be a host of 
problems resulting from poor installation or 
hardware and software conflicts. 

Solution: Check your system configuration 
settings to make sure they're correct. If they 
are, it's probably best to reinstall the system. 

Error Message: "An internal consistency 
error has occurred." 

Translation: Usually, this refers to a prob- 
lem with software. Windows 2000 detects a 
problem with settings or configurations of a 
specific application. 

Solution: Determine which software is the 
culprit and reinstall that application. 

Error Message: "The configuration file 
or the command line has an ambiguous 
option." 

Translation: The configuration file is a sys- 
tem file you can change to customize the way 



86 • PC Errors 



Windows 2000 



your system behaves. Such files are sometimes 
referred to as customization files. With these 
files, commands can be entered to change the 
way a system operates. In the case of this error, 
a command option that was supposed to deter- 
mine the system's next step at Startup or shut- 
down was determined to be too vague for the 
system to follow. 

Solution: Make sure the configuration 
options are correct. If you've indicated a com- 
mand that's specific to Startup or shutdown, 
examine the command to make sure it's writ- 
ten properly or that it doesn't conflict with 
other commands. 

Error Message: "The configuration file 
or the command line has a duplicate 
parameter/' 

Translation: The command that was 
issued conflicts with another command that's 
too similar or includes duplicated instructions. 

Solution: Check your commands for dupli- 
cations or repeated phrases and remove them. 

Error Message: "The workstation is not 
configured properly/' 

Translation: The individual computer that 
is starting up is having a conflict with the serv- 
er, network, or system. Usually, this is a result 
of nonsystem configurations, so a reinstallation 
of Windows 2000 is probably not necessary. 

Solution: Look at the workstation configu- 
ration, including how it's connected to the net- 
work, what resources it shares, what devices 
it's using, and how the operating system is 
accessed. If an error message still occurs after 
rebooting, watch for the point at which the 
error message comes up, since that could indi- 
cate the difficulty depending on the point in 
the Startup when the error occurs. 

Error Message: "Unable to obtain config- 
uration information for graphics card." 

Translation: Upon Startup, the system is 
searching for information on the graphics 
card, but the configuration setup data is miss- 
ing or incorrect. 

Solution: Check the configuration infor- 
mation provided by the graphics card manu- 
facturer and double-check the settings. If the 
configuration information is correct, contact 
the manufacturer. 

Error Message: "The time range speci- 
fied ends before it starts." 

Translation: Your system has several areas 
where a time range problem could occur. With 



this message, a time range difficulty is usually 
present in a command line that may be direct- 
ing a computer to shut down at a specific time 
or access a network during specified hours. 

Solution: Retype the command with a 
valid time range. You can use either the 12- 
hour or 24-hour time format, as long as it's 
consistent across the system. If you use the 12- 
hour format, don't forget to specify a.m. or 
p.m. for each variable in the time range. 

Error Message: "Memory Allocation 
Failed." 



appropriate space assigned to it, or the space 
can be set aside for another purpose, such as 
storing data and instructions for parallel pro- 
cessing. This error on Startup means that a 
recent repartitioning of the drive has caused 
the disk space to be allocated incorrectly. This 
is usually a Windows 2000 Server error. 

Solution: Reduce the number of partitions 
on the disk. This will also speed processing 
and prevent similar errors in the future. 

Error Message: "The user disk quota 
information is unusable." 



Most Terrifying Error Message 



Error Message: "An operations error occurred." 

Translation: This is an example of a Stop message. Windows 2000 generates Stop 
messages when it detects an error from which it can't recover. They're 
used to identify and debug hardware and software problems that occur 
while loading or running the operating system. When a critical part of 
the operating system fails, Microsoft notes that it's preferable to gener- 
ate an obvious error message, such as this one, rather than to fail in an 
invisible manner and possibly corrupt data. A Stop error consists of a 
blue screen (sometimes called the Blue Screen of Death, or BSOD), 
the message, a text translation, the addresses of the violating call, and 
the drivers loaded at the time of the error. The Stop message provides 
information to help locate and identify problem areas by indicating 
where the error occurred at both the address and driver levels. 

Solution: Perhaps one of the most dreaded of all messages, a Stop error will 

take time to troubleshoot. Problems can be resolved through general 
procedures such as verifying instructions, reinstalling key components 
of the system, and verifying file dates. Also helpful are diagnostic tools 
such as Winmsd, Network Monitor, and Network General Sniffer. Also 
obtainable through Microsoft is the Windows 2000 Resource Kit CD, 
which includes detailed information about the system and can isolate 
and resolve many issues. □ 



Translation: Memory that was supposed 
to be directed to a specific application during 
Startup or shutdown wasn't delivered due to 
an internal conflict or interoperability problem. 

Solution: First, determine your memory 
settings and make sure there's enough avail- 
able memory for allocation. If there is, examine 
the target of the memory allocation to see if 
there's a conflict with existing memory usage. 

Error Message: "Maximum number of 
partitions exceeded/' 

Translation: Partitions divide disk space 
into areas that can be assigned and managed 
independently. Each application can have 



Translation: Disk quotas let you allocate a 
specific amount of disk space to a user or 
application to ensure that a user or application 
doesn't take more disk space than needed. This 
lets you control how much of a file system's 
resources can be accessed. 

Solution: Since someone with administra- 
tive access must configure disk quotas, ask 
your network administrator to update the 
information in a way that can be recognized by 
the system. If you're the administrator, check 
the information for the user or application disk 
quota to make sure it's correct, [rs] 

by Elizabeth Millard 



PC Errors • 87 



Windows 2000 



Windows 2000 
Hardware Errors 

Learn What's Behind Those Cryptic 
Messages 




Some of the hardware-related error 
messages that Windows 2000 sends 
out almost drown you in explanations; 
others make you want to scratch your head 
and say, "Huh?" (And some error messages 
do both.) 

Win2000 is considered one of the more stable 
operating systems Microsoft has released, but 
that's of little consolation when a wayward 
error message pops up on your screen. To help 
you learn to speak the same language as your 
OS, we've compiled a list of some of the more 
common hardware-related errors you may 
encounter as you work with Win2000. 

STOP Errors 

Error Message: "STOP: 0x000000B8 
(0x00000000,0x00000000,0x00000000, 
0x00000000) ATTEMPTED_SWITCH_ 
FROM.DPC address Oxf 729a248 in XX." 

Translation: When you access an Iomega 
Zip drive that's connected to your computer's 
parallel port, you may see this STOP error 
message (an unexpected system error that 
Windows is unable to recover from; also 
known as a fatal system error). Two of the files 

88 • PC Errors 



the Zip drive uses, Ppa.sys and Ppa3.sys (rep- 
resented by XX in the error message), have 
problems that sometimes interfere with other 
Win2000 processes. 

Solution: The Win2000 SP4 (Service Pack 4) 
corrects this problem. You can download SP4 
via the Windows Update service or directly 
fromwww.microsoft.com/windows2000/down 
loads/servicepacks/sp4/default.asp. 

Error Message: "STOP: OxOOOOOOOA" or 
"IRQL_NOT_LESS_OR_EQUAL." 

Translation: This usually means that a hard- 
ware device in your computer has failed. The 
most common culprit is a faulty memory mod- 
ule on the motherboard, but it can also be the 
CPU, motherboard, or drive controllers. If the 
message occurs during or after installing new 
hardware, one or more device drivers (small 
programs that let Windows communicate with 
a computer's hardware) may be using an 
improper memory address. 

Solution: If the problem is hardware fail- 
ure, remove all unnecessary hardware devices 
from your computer and try restarting your 
computer with a single memory module, disk 
controller, and video card. If the computer 



boots successfully, install additional hardware, 
one device at a time, rebooting after each 
installation. Continue this process until you 
determine which hardware device is defective. 
If the problem is a new hardware installa- 
tion, remove the hardware and its device dri- 
ver. Contact the manufacturer to ensure that 
the device is compatible with Win2000. Update 
the driver, if necessary. 

Error Message: "STOP: 0x00000077 
(OxParatneterl, QxParatneter2, OxPa- 
ratneter3, 0xParameter4) KERNEL 
_STACK_INPAGE_ERROR." 

Translation: This series of errors indicates 
a problem with accessing the page file (the file 
the processor uses to temporarily store data 
when actual RAM is unavailable) on your hard 
drive. Four parameters display in the error 
message, which we've labeled OxParatneterl, 
OxParameterl, 0xParameter3, and OxParatneterl. 
If OxParatneterl and OxParatneterl are not zero 
(that is, not 0x00000000), then OxParatneterl 
contains the I/O (input/ output) status code 
(information about an operation that is trans- 
ferring information from [input] or to [output] 
a device that's external to the computer's main 
processor), which describes what happened. 

Possible values for OxParatneterl: 

• 0xC000009A-STATUS_INSUFFICIENT 
.RESOURCES. There isn't enough physical 
memory to load the paging file or there isn't 
enough free space on the hard drive to store 
the paging file. 

• 0xC000009C-STATUS_DEVICE_DATA 
_ERROR. There are bad blocks on your 
hard drive. 

• 0xC000009D-STATUS_DEVICE_NOT 
.CONNECTED. The drive controller cannot 
access the hard drive, possibly due to a faulty 
cable or connector. 

• 0xC000016A-STATUS_DISK_OPERA- 
TION.FAILED. There are bad blocks on 
your hard drive. 

• 0xC0000185-STATUS_IO_DEVICE 
ERROR. Improper termination or a defec- 
tive cable on a SCSI (Small Computer 
System Interface)-based device. 
Solution: Use the corresponding method to 

resolve the error. 

• 0xC000009A: Add memory or remove unnec- 
essary files to create more hard drive space. 

• 0xC000009C or 0xC000016A: Use a hard 
drive utility to perform a surface scan of the 
drive and map out the bad blocks. Consider 
replacing the drive. 



Windows 2000 



• 0xC000009D or 0xC0000185: Check the 
cabling between the hard drive and the 
drive controller for breaks and tears. Make 
sure that cables are properly seated and any 
SCSI devices are properly terminated. 

Error Message: "STOP: 0x00000023 
(OxParameterl, 0xParatneter2, OxPa- 
ratneter3, 0xParameter4) FAT_FILE 
.SYSTEM." 

Translation: This error occurs when you 
are using the FAT file system (the method an 
OS uses to keep track of files) and have a phys- 
ical problem with a hard drive, or an IRP 
(Interrupt Request Packet, a method of send- 
ing data or commands between devices and 
the Windows Plug-and-Play manager) didn't 
complete successfully or is corrupted. 

OxParameterl contains the source file num- 
ber (the first four hexadecimal characters 
after Ox) and the source line number (the last 
four hexadecimal characters) where the STOP 
error occurred. 

Solution: Disable all backup utilities, virus 
scanners, firewall software, and any other soft- 
ware that runs automatically at startup. Verify 
the file system's integrity by running the 
CHKDSK utility and repairing any errors it 
reports. To do this, click Start and Run, type 
chkdsk in the Open field, and click OK. 
Contact the manufacturer to ensure that you 
have the latest drivers for your hard drive(s) 
and any removable media drives, including 
tape backup and optical drives. 

If you are unable to boot your computer to 
run CHKDSK, try using the Recovery Console 
to run the CHKDSK routine. To do this, you 
will need to boot from a Win2000 setup CD or 
startup floppy diskettes. If you don't have 
these handy, you can make a set by booting 
from any Windows startup diskette that 
includes support for CD-ROM drives, such as 
Windows 95/98/Me. 

After you successfully boot with CD-ROM 
support, insert the Win2000 CD. Navigate to 
the SUPPORT\Bootdisk\ directory on the CD- 
ROM drive and then run the Make-boot.exe 
or Makebt32.exe program to create the set- 
up diskettes. 

Boot from the setup diskettes. When the 
Welcome To Setup dialog box displays, press 
F10 to start the Recovery Console. When the 
Recovery Console prompt displays, you can 
try to repair the corrupted NTFS drive or 
partition by typing the command chkdsk X: 
/p where X is the drive letter (for example, 
C). When the command finishes, remove the 



diskette, type exit, press RETURN, and 
restart your computer. 

If you still can't boot your computer, you 
may need to delete and re-create the corrupted 
partition. Unfortunately, you will lose all data 
on the partition. 

Error Message: "STOP: 0x00000024 
(OxParameterl, OxParameterl, OxPa- 
rameter3, OxParameterl) NTFS_FILE 
.SYSTEM." 

Translation: There's a problem with the 
Ntfs.sys file, the driver that enables your com- 
puter to read and write data to a hard drive that 
uses the NTFS file system. The problem can be a 
corruption in the file, a damaged hard drive 
disk, or damaged SCSI or IDE (Integrated Drive 
Electronics) controllers (any device that controls 
data transfer between a device and a computer). 

OxParameterl contains the source file num- 
ber (the first four hexadecimal characters after 
Ox) and the source line number (the last four 
hexadecimal characters) where the STOP error 
actually occurred. 

Solution: Use the Event Viewer to check 
for error messages from SCSI or FASTFAT (the 
driver that Win2000 uses to access FAT file 
systems) in the system log. To launch the 
Event Viewer, click Start, Settings, and Control 
Panel; double-click Administrative Tools; and 
double-click Event Viewer. Check for error 
messages from Autochk in the application log. 
Error messages may tell you whether a device 
or a device driver is causing the STOP error. 

Disable virus scanning, backup, disk defrag- 
menting, and other programs that actively moni- 
tor the file system. If you have a hardware diag- 
nostic program, it may be able to determine 
which device is causing the problem. 



Run the CHKDSK utility with the /r switch 
to detect and correct file system damage, if 
any. To do this, click Start and Run, type 
chkdsk /r in the Open field, and click OK. If 
you are unable to boot your computer to run 
CHKDSK, try using the Recovery Console to 
run the CHKDSK routine. To do this, you will 
need to boot from Win2000 startup diskettes. 

Before booting from the startup diskettes, you 
must modify the Txtsetup.sif file, located on the 
first setup diskette to disable the Ntfs.sys file 
from loading at boot time. Insert the first setup 
diskette into a working computer and then use 
Notepad to open the Txtsetup.sif file. Scroll 
through the file until you find the section 
labeled [FileSystems.Load]. Locate the line that 
begins with ntfs = ntfs.sys. Put a semicolon at 
the front of this line and save your changes. The 
new line should read, ";ntfs = ntfs.sys." 

Boot from the setup diskettes. When the 
Welcome To Setup dialog box displays, press 
F10 to start the Recovery Console. When the 
Recovery Console prompt displays, you can 
try to repair the corrupted NTFS drive or parti- 
tion. To attempt this, type chkdsk X: /p where 
X is the drive letter (for example, C). 

When the CHKDSK utility finishes, remove 
the diskette, type exit, press RETURN, and 
restart your computer. If you still can't boot 
your computer, you may need to delete and 
recreate the corrupted partition. 

Error Message: "STOP: 0x0000002E (OxPa- 
rameterl, OxParameterl, OxParameterl, 
OxParameterl) DATA_BUS_ERROR." 

Translation: A parity error has been detect- 
ed. This generally indicates a RAM failure in 
system memory, the L2 RAM cache, or Video 
RAM. It can also indicate a virus in the MBR 



Most Common Error Message 



Error Message: "The device cannot start. (Code 1 0) Try updating the device drivers for 
this device." 

Translation: This error message can occur when you're using the Device Manager 
to check the status of specific hardware devices. The cause is usually 
either an older driver that isn't compatible with Windows 2000 or a cor- 
rupted driver. In many cases, you'll see this error when you reinstall 
hardware or reinstall Windows to fix an unrelated problem. Most of us 
are a bit unreliable about updating hardware drivers. We conscientious- 
ly update them once and then forget about them when we need to rein- 
stall Windows or a piece of hardware. 

Solution: Before you reinstall Windows, a hardware device, or its drivers, check with 

the manufacturer to ensure that you're using the most current drivers. □ 



PC Errors • 89 



Windows 2000 



(Master Boot Record, a small program, usually 
located at the beginning of a hard drive, that 
launches whenever the computer first boots) or 
a device driver attempting to access memory in 
a memory range that doesn't exist. 

The four parameters provide the following 
information: 

• OxParatneterl'. This parameter contains the vir- 
tual address that was in use when the fault 
occurred. This information can help experi- 
enced programmers locate a problem within 
a software program. 

• OxParatneterl'. This parameter contains the 
physical memory address that was in use 
when the fault occurred. This information 
may point to a specific memory chip that 
is defective. 

• OxParatneterl: This parameter contains the 
value of the Processor Status Register, which 
tracks CPU activity. The data represents the 
value that was present at the time of the 
fault. Programmers and hardware develop- 
ers can use this information to determine the 
events the processor was involved in when 
the fault occurred. 

• OxParatneterl. This parameter contains the 
value of the faulting instruction register. 
This information may contain the instruc- 
tions that the processor executed when the 
fault occurred. 

Solution: If the error occurred after you 
installed RAM, there may be a problem with the 
installation. Make sure that 
the RAM is seated correctly 
in its connector and that the 
contacts are clean. If the 
problem persists, verify that 
the RAM is the correct type 
for this installation and is 
correctly rated for speed, 
voltage, and other parame- 
ters required by your specif- 
ic computer. If everything is 
correct, contact the manufac- 
turer of your computer's 
motherboard for BIOS (Basic 
Input/Output System, a 
small program that contains 
all the code necessary to 
access the basic hardware on the motherboard) 
updates, if any. 

If there are no new components to explain the 
error, the problem may be a failed RAM mod- 
ule, a virus in the MBR, or a failing hard drive. 

If your computer manufacturer provided 
a hardware test utility, use it to diagnose 
which RAM module is bad. If you don't have a 



m*™™ M.mmiwi^ 



General | Driver | 



Standard 56000 bps^ 



Device type: 
Manufacturer: 
Location: 



■. ■ ..... 
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If you see this error message, one of 
your device drivers is either corrupted 
or incompatible with Windows 2000. 



diagnostic application, remove all but one 
RAM module and reboot your computer. If 
you don't get an error message, add one RAM 
module back at a time and reboot your com- 
puter until the problem returns. Replace the 
defective module. 

Run a current virus scanner that can check 
and repair the Master Boot Block (the first 
location on a hard drive; usually contains the 
MBR) on your hard drive. 

Although rare, it's possible for a failing hard 
drive to generate this error message. Use the 
CHKDSK utility to validate your drive. If your 
drive was formatted using NTFS, use CHKDSK 
with the /f (error-fixing) and /r (information 
recovery) switches. To do this, click Start and 
Run; type chkdsk li It in the Open field and 
click OK. 

If none of these steps resolves the problem, 
consider taking your computer to a competent 
diagnostic testing facility. The problem may 
be a motherboard failure. 

Error Message: "STOP: 0x0000007B: 
(0xF741B84C, 0x00000034, 0x00000000, 
0x00000000) INACCESSIBLE_BOOT 
.DEVICE/' 

Translation: You may see this error message 
if you move a hard drive that contains a Win2000 
OS to a different computer or if you install a new 
motherboard or hard drive controller. The 
Registry (a database that Windows uses to store 
configuration information) 
stored on the hard drive 
you're booting from doesn't 
have the correct entries for 
the new motherboard or 
hard drive controller. The 
Registry contains the PnP 
(Plug-n-Play) IDs that iden- 
tify the hard drive con- 
troller. Win2000 uses the 
PnP ID to load the correct 
driver for the mass storage 
device. In this case, the 
device driver that Win2000 
is loading from the Registry 
doesn't work with the new 
motherboard or your PC's 
hard drive controller. 

Solution: If you see this error message after 
installing a new hard drive controller, your cur- 
rent Win2000 installation doesn't have the nec- 
essary drivers or the proper Registry entries. 
You can solve the problem by reconfiguring 
your computer with the old hard drive con- 
troller and attaching the hard drive that contains 



TT 



Moderns 
Unknown 



T3 



J 



~E1 



the operating system back to the original con- 
troller. Confirm that you can boot successfully 
and then install the new hard drive controller, 
leaving the old controller in place and the hard 
drive connected to the old controller. Boot your 
computer. Win2000 will recognize that a new 
controller has been added, install the necessary 
drivers, and make the necessary entries in the 
Registry. After you successfully install the new 
controller, shut down your computer, remove 
the old controller, attach the hard drive to the 
new controller, and reboot your computer. 

If you see this error message after moving 
your hard drive to another computer, or after 
installing a new motherboard, you can repair 
the Windows installation. Boot from the 
Win2000 setup diskettes or the Win2000 CD. 
At the Welcome to Setup screen, press 
ENTER. Press F8 to accept the license agree- 
ment. Select your current Win2000 installa- 
tion (it may already be selected) and press R. 
Follow the on-screen instructions to complete 
the repair process. 

Error Message: "STOP: 0x0000007F 
(OxParatneterl, 0xParatneter2, OxPara- 
tneter3, 0xParameter4) UNEXPECTED 
_KERNEL_MODE_TRAP." 

Translation: This error can indicate hard- 
ware or software problems, but the most likely 
cause is hardware. The actual failure is listed 
in OxParatneterl; the other parameters have no 
meaning. OxParatneterl contains the actual trap 
values, which you can look up in X86 proces- 
sor (any processor that's compatible with the 
Intel X86 architecture) manuals. The most com- 
mon failures are: 

• 0x00000000: Divide By Zero Error. The sys- 
tem made an attempt to divide a number by 
zero. Poorly written software or corrupted 
data in memory can cause this problem. 

• 0x00000004: Overflow. An overflow condi- 
tion occurs when the result of an operation, 
such as addition or multiplication, is 
beyond the range of the processor register 
that holds the result. 

• 0x00000005: Bounds Check Fault. This 
indicates that a chunk of data stored in 
memory exceeds its expected size. Poorly 
written software or faulty memory can 
cause this problem. 

• 0x00000006: Invalid Opcode (a program 
instruction that memory loads as needed). 
In this case the processor received an 
instruction it couldn't interpret. Failed 
memory that's corrupting data before it's 
sent to the processor is the usual culprit. 



90 • PC Errors 



Windows 2000 



Most Hilarious Error Message 



Error Message: Your computer begins to play "Fur Elise" or "It's a Small World." 

Translation: This audible, rather than visual, error message occurs when the CPU 
fan inside your computer stops working. We can only wonder if the 
Windows 2000 developers had just returned from an overly long 
vacation at Disney World. 

Solution: As funny as it may seem to have your PC suddenly start serenading 

you, don't take this light-hearted sound lightly. A malfunctioning CPU 
fan can quickly allow your CPU to overheat and fail. Shut down your 
computer immediately and check the motherboard and CPU fan. □ 



• 0x00000008: Double Fault. A double fault 
usually results from a memory page fault. 
Here the processor attempted to access an 
unavailable memory page. The double fault 
occurs because the invalid access result usu- 
ally generates an interrupt request with 
invalid data. 

All of these errors can be caused by faulty 
hardware, usually RAM that has failed. Other 
probable causes include overclocking the 
processor, faulty hardware devices, or badly 
written software. 

Solution: If you're trying to overclock 
(manipulate hardware and /or software set- 
tings to eke out extra speed) your computer, 
this error message is telling you that the speed 
you're attempting isn't viable. Lower your 
overclock settings or consider returning to the 
default values for your processor. 

Use a diagnostic utility to check for RAM fail- 
ure. Replace affected RAM modules if indicated. 
Remove any unnecessary controller cards, 
such as sound cards, game controllers, and 
USB (Universal Serial Bus) or FireWire add- 
ons and see if the problem recurs. If it 
doesn't, add one controller back at a time, 
reboot, and check again. Continue this 
process until you find the defective controller 
card. You can replace the controller card or 
do without it if you don't need it. 

If you've recently installed new software, 
uninstall it and reboot your computer. If the 
problem still occurs, contact the software man- 
ufacturer for updates. 

Modem Errors 

Error Message: "Error 692: Hardware 
failure in port or attached device/' 

Translation: Windows was unable to 
access or detect the modem. If it's an external 
modem, it may be turned off, or the modem 



cable may be disconnected. For internal and 
external modems, the modem may not be rec- 
ognized as compatible with Win2000 or the 
handshaking option (a method of exchanging 
information that ensures each side has sent or 
received valid data) may be set incorrectly. 

Solution: If you have an external modem, 
be sure the power is on and the cable is firmly 
attached. Reset the modem, if needed. 

For internal and external modems, check 
the Windows Hardware Compatibility List at 
www.microsoft.com/whdc/hcl/search.mspx. 
Contact the modem manufacturer for the lat- 
est drivers. 

Error Message: "Error 633. The modem 
is already in use or not configured for 
dialing out/' 

Translation: Win2000 couldn't open a con- 
nection to your modem. This message usually 
occurs when an external modem is turned off 
or wasn't connected to your computer when 
you booted. 

Solution: The easiest solution is to turn the 
modem on and /or reconnect it to your com- 
puter and then reboot. 

If for some reason you can't reboot your com- 
puter, but you still need to access the modem, 
reconnect the modem and make sure it's turned 
on. Click Start, Settings, and Control Panel. 
Double-click the System icon. Select the 
Hardware tab and then click Device Manager. 
In the list of devices, right-click Modems and 
select Scan For Hardware Changes. A dialog 
box will open, indicating that the scanning is in 
progress. When the scan is complete, the dialog 
box will go away, and the hardware list will be 
updated with any changes. The modem should 
now be available for use. 

Error Message: "Modem is busy or not 
responding/' 



Translation: Windows is unable to connect 
to the modem because it's already in use by 
another application. This generally occurs 
when a background process uses the modem 
to retrieve information while you are connect- 
ed to, or trying to connect to, a network using 
your modem. This error can also occur if 
you're trying to use two different network ser- 
vices that both require a modem. 

Solution: Exit from the application that's cur- 
rently using the modem and retry the connection 
with the second application. If the error persists, 
try resetting the modem (external modem) or 
rebooting your computer (internal modem). 

Printer Errors 

Error Message: "Could not connect to the 
printer: The system cannot find the file 
specified/' or "SewernameKsharename is 
an invalid port name." or "Test Page 
failed to print. Would you like to view 
the printer troubleshooter for assistance? 
The filename, directory name, or volume 
label syntax is incorrect." or "Test page 
failed to print. Would you like to view 
the printer troubleshooter for assistance? 
Unable to create a job." or "Could not 
start a print job." 

Translation: These erroneous error mes- 
sages crop up when you try to print to a pass- 
word-protected Win2000 printer share (a 
printer configuration that provides printing 
access to users on a network). 

Solution: You can prevent these error mes- 
sages by doing one or more of the following. 

Log on to the PC with an account that has 
the correct permissions. Remove the password 
protection from the Windows printer share. 
Double-click the My Network Places icon on 
your Desktop and then double-click the comput- 
er hosting the shared printer. A window should 
open, showing shared resources on the selected 
computer, including the problem printer. 

Click Start, Accessories, and Command 
Prompt. In the Command Prompt window, type 
net use lptX \\servername\printername pass- 
word, where X is the next available LPT1 (line 
printer terminal) port for your computer, server- 
name is the name for the computer hosting the 
printer, printername is the shared printer's name, 
and password is the password you use to access 
the shared printer. Press ENTER. 

Click Start, Settings, and Printers. Double-click 
the Add Printer icon. When the Add Printer 
Wizard launches, click Next. Select Local Printer 
and click Next. In the list of available ports, select 



PC Errors • 91 



Windows 2000 



the LPT port you specified in the Net Use com- 
mand above. Click Next. Follow the Add Printer 
Wizard's prompts to complete the installation. 
The next time you print, select the printer you 
created with the Add Printer Wizard. 

Error Message: "There was an error 
found when printing the document XX 
to LPT1. Do you want to retry or cancel 
the job?" 

Translation: By itself, this error message 
(in which XX represents the name of the file 
you're trying to print) may not indicate a hard- 
ware problem. If it occurs frequently, the par- 
allel port your printer connects to may be set 
to a nonactive state, either by your mother- 
board's BIOS or by Win2000. 

Click Start, Settings, and Control Panel. 
Double-click the System icon. Select the 
Hardware tab and then click Device Manager. 
Expand the Ports (COM & LPT) entry by click- 
ing the plus sign (+). Double-click the LPT port 
your printer connects to. Click the General tab 
and check the Device Status area. If the status 
is "Code 29: Firmware not correctly installed," 
then the LPT port is disabled. 

Solution: Restart your computer and then 
enter the BIOS setup page (usually by press- 
ing DELETE when your computer starts to 
boot). There are many different BlOSes, so 
consult your computer or motherboard man- 
ual to find out how to access your particular 
BIOS. What you need to do is locate the con- 
figuration information for the parallel port, 
which may be under an Advanced, I/O 



Configuration, or Communication section of 
the BIOS Setup program. Locate the LPT port 
and change the setting from Automatic, 
OS Controlled, or Disabled to Enabled or 
ECP+EPP (contact your BIOS manufacturer 
for detailed information about setting the 
parallel port parameters). The important 
point is that the port should not be disabled 
or set to Automatic or OS Controlled. 

Error Message: "A port with that name 
already exists. Choose another port 
name/' 

Translation: This message appears when 
you use the Add Printer Wizard after failing to 
install a printer, usually because you canceled 
the installation because of missing information. 

When you cancel the Add Printer Wizard, it 
doesn't perform a cleanup to remove anything it 
has already configured, so it has probably 
already assigned a printer to the port you're 
now trying to use. 

Solution: Remove the port the Add Printer 
Wizard created. Click Start, Settings, and 
Printers. From the File menu, select Server 
Properties and then click the Ports tab. 
Highlight the port you're trying to use, click 
Delete Port, and click OK. 

Drive Errors 

Error Message: "Not ready reading 
drive X." 

Translation: There's a problem reading a 
drive (X above), usually removable media. 



Most Confusing Error Message 



Error Message: "Error performing Inpage Operation." 

Translation: This error message appears to be telling you that there's a problem 
with Windows 2000's memory paging system. It could easily convince 
you to check system RAM or the hard drive where the Virtual Memory 
page is stored. 

In reality, this error message is most likely to occur when you're try- 
ing to copy a file from a bad diskette to your hard drive or to another 
diskette. When you copy small files (less than 256KB), Windows uses a 
different copying process, one that maps the file into Virtual Memory 
space. Windows then reads the data from Virtual Memory space, 
instead of from the slower floppy drive. 

If a problem occurs during the file copy, you'll usually see the error 
message above, which will lead you astray instead of identifying the 
correct source of the error (the floppy drive or the media). 

Solution: Inspect the diskette for damage. Reinsert it and try again. If that does- 

n't help, a third-party drive utility may be able to recover the file. □ 



Solution: Make sure the drive has media in 
it. Remove the media, reinsert it, and try 
accessing the drive again. If the problem 
recurs, check the media to be sure it isn't dam- 
aged, blank, or in the wrong drive, such as an 
optical drive. If the problem persists, check the 
media in another computer. If it works, try 
cleaning the drive with a cleaner designed for 
that type of drive. 

Error Message: "Serious Disk Error 
Writing Drive X." 

Translation: The X represents a drive that 
has a serious problem. In many cases, you can 
recover the drive using Windows' error-check- 
ing utility or a third-party hard drive utility. In 
some cases, you may need to replace the drive. 

Solution: Before using a disk utility, try to 
back up the drive or copy any important files 
to removable media such as diskettes or CD- 
Rs. You may not be able to complete the back- 
up or copy all of your files, but it's always 
worth a shot. 

Double-click the My Computer icon on your 
Desktop. Right-click the drive named in the 
error message, select Properties, click the Tools 
tab, and click Check Now. In the Check Disk 
options dialog box, put a check mark next to 
Automatically Fix File System Errors and click 
Start. If the drive you're trying to repair is the 
boot volume, you'll see the following message: 
"The disk check could not be performed because 
exclusive access to the drive could not be 
obtained. Do you want to schedule this disk 
check to occur the next time you restart the com- 
puter?" Click Yes and restart your computer. 

If these steps succeed at repairing the drive, 
perform a full backup of the drive and plan to 
replace it soon. In the meantime, back up your 
files on a regular basis. If you were unable to 
repair the drive, you will need to replace it. 

Error Message: "Non-System disk or disk 
error. Replace and press any key when ready/' 

Translation: During the boot process, 
Windows scans the floppy drive to see if a 
diskette is present. If there's a diskette in the 
drive, Windows reads it to determine whether 
it contains a bootable system. If it does, the 
boot process continues, using the data on the 
diskette. If the diskette is blank or doesn't con- 
tain a bootable system, you'll see the error 
message above. 

Solution: If you intended to boot from a 
boot diskette, make sure you chose the correct 
diskette. Then reinsert it and press any key. If 
you didn't intend to boot from a diskette, 



92 • PC Errors 



Windows 2000 



remove it. Then press any key to continue the 
boot process. 

Device Manager Errors 



Error Message: "This device is not config- 
ured correctly (Code 1). To update the dri- 
vers for this device, click Update Driver. If 
that doesn't work, see your hardware doc- 
umentation for more information/' 

Translation: Although this error message is 
pretty explicit, it's helpful to know what's 
behind it. Win2000 contains a ConfigFlags (data 
that reflects a device's current status) value for 
every device in the Windows Registry. In this 
case, the device has been enumerated (detected), 
but the Device Manager wasn't able to find an 
associated INF file, which is necessary to fin- 
ish configuring the device. Therefore, the 
ConfigFlags value for this device was never set. 
This happens when you install a new piece of 
hardware but, when prompted for a device dri- 
ver, fail to install the correct driver. 

Solution: Click the Update Driver button. If 
the Update Driver button isn't on the General 
tab, click the Driver tab and then click Update 
Driver. You'll need the driver software to com- 
plete the installation. Check with the manufac- 
turer to be sure you have the latest drivers. 

Error Message: "The driver for this 
device might be corrupt, or your system 
may be running low on memory or other 
resources. (Code 3)." 

Translation: In most cases, this message 
appears because a damaged device driver is 
being loaded into the computer's memory. It's 
unlikely that the cause really is low memory. 
To check, press CTRL-ALT-DEL and then click 
Task Manager. Click the Performance tab 
where you can verify whether your computer 
is low on available memory. 

Solution: Replace the bad driver. Contact the 
manufacturer and, if a more current driver is 
available, follow the manufacturer's instructions 
for installation. If no new driver is available or if 
the driver didn't come with instructions, click the 
Update Driver button, which should be just 
below the error message. If there's no button, 
select the Driver tab. Then click Update Driver 
and follow the on-screen instructions. 

After you install the new driver, reboot your 
computer. Check the Device Manager to ensure 
that the error message is no longer present. Then 
use the Task Manager to check memory usage. If 
you're still using a large amount of system 
memory, consider adding more RAM. 



Most Unusual Error Message 



Error Message: "Coprocessor not available fault." 

Translation: This message was fairly common years ago, when motherboards had 
separate processors and math coprocessors. Today, a single CPU 
contains all of the elements necessary to perform both functions. 

Solution: If your computer isn't a vintage machine, check the motherboard and 

CPU. If you do have an older computer, this is its not-so-subtle way of 
telling you that it's time to consider an upgrade. □ 



Error Message: "Windows cannot identi- 
fy all the resources this device uses. 
(Code 16) To specify additional resources 
for this device, click the Resources tab 
and fill in the missing settings. Check 
your hardware documentation to find out 
what settings to use." 

Translation: This usually indicates a cor- 
rupted or incompatible driver or a hardware 
failure. Windows was unable to retrieve the 
resource setting information from the hardware 
device's configuration memory, and the driver 
didn't provide the necessary information. 

Solution: According to the error message, 
you should manually configure the resource set- 
tings, but this usually isn't an acceptable option 
because it can interfere with other PnP hardware 
devices. Contact the manufacturer for the latest 
Win2000-compatible drivers. Use the Update 
Driver button under the Driver tab to launch the 
Update Driver Wizard and follow the on-screen 
instructions. 

Restart your computer and then use the 
Device Manager to check the status of the sus- 
pect device. If the problem still exists, contact 
the manufacturer for any special instructions 
for uninstalling older drivers or installing new 
drivers. If there are no special instructions, the 
hardware device may be damaged and may 
need to be repaired or replaced. 

Miscellaneous Errors 

Error Message: "General Protection 
Fault in module XX." 

Translation: General protection faults 
occur when an application or DLL (dynamic- 
link library, a small file containing functions 
that can be used by multiple applications), rep- 
resented by the XX above, attempts to write or 
read memory assigned to another application. 

This is almost always a software-related prob- 
lem, usually caused by compatibility issues 



between two or more applications, but it can 
also be caused by a memory error, either in sys- 
tem RAM or the graphics card's video RAM. 

Solution: Use a memory testing utility to 
verify that RAM isn't the problem. Contact 
your video card manufacturer for a utility to 
test the video card. These utilities can usually 
also test video RAM. 

Error Message: "While setting up DVD- 
video playback, it was found that XX 
Video cannot be shown on the computer 
monitor because of one of the following 
reasons: Low video memory. Please try 
using lower display resolution and/or 
colors. The display adapter is incompati- 
ble with the DVD decoder. Please try to 
obtain a display driver update." 

Translation: The video card doesn't have 
enough memory or the DVD playback soft- 
ware isn't compatible with the video card. 

Solution: Contact the manufacturer of your 
DVD decoder software for an update that 
works with Win2000 and your video card. 
Follow the manufacturer's instructions to 
update the software. 

If your video card doesn't have enough 
video RAM or performance, you can alleviate 
the problem by reducing your display resolu- 
tion. Right-click your Desktop and select 
Properties from the pop-up menu. Click the 
Settings tab. Drag the Screen Area slider to the 
left to reduce screen resolution. A good start- 
ing point is 800 x 600, although you can try 
various screen sizes. Click OK and try the 
DVD player again. Repeat until the error mes- 
sage disappears and playback quality is 
acceptable. 

If you plan to watch a lot of DVDs on your 
computer, consider upgrading your video card 
for better performance. H 

by Tom Nelson and Mary O'Connor 



PC Errors • 93 



Windows 2000 



Windows 2000 
Software Errors 

How To Figure Out What Your OS Is 

Trying To Tell You 




Windows 2000 is an improvement over 
earlier versions of the Windows OS, 
but one area that still hasn't received 
the attention it deserves is error reporting. 
Windows error messages are often cryptic at 
best and sometimes stingy about providing 
information that can actually help you diag- 
nose a problem. 

We've gathered a list of some of the more 
common software error messages and deci- 
phered their meaning for you. The next time 
you run into a General Protection Fault, you 
won't have to close your eyes, reboot, and 
hope for the best. Instead, you'll not only 
understand what happened, you'll know 
what you can do to help reduce the chances of 
a recurrence. 

STOP Errors 

Error Message: "STOP: OxOOOOOOOA" or 
" IRQL_NOT_LESS_OR_EQUAL." 

Translation: This usually means a hard- 
ware device in your computer has failed, but it 
can also occur after you install new software. 
In the latter case, no unusual problems existed 

94 • PC Errors 



before installing the software, and you didn't 
actually add new hardware. 

Solution: Uninstall the new software. If 
you are unable to restart your computer suc- 
cessfully, turn off the power, wait a few sec- 
onds, turn on the PC, and press F8 as your sys- 
tem starts to boot. This will bring up the 
Win2000 Advanced Menu Options. Use the 
arrow keys to select Last Known Good 
Configuration. Follow the on-screen instruc- 
tions to complete the startup process. 

Contact the software developer to find out 
if a newer version of the software is available 
and if there are any known issues between 
the software and any hardware installed on 
your computer. If there's a compatibility 
problem between your hardware and the soft- 
ware, contact the hardware manufacturer 
about possible updates. 

Error Message: "STOP: "0x00000050" 
(OxParatneterl, 0xParatneter2, OxParame- 
terl, OxParameterl) PAGE_FAULT 
_IN_NONPAGED_AREA." 

Translation: The requested data wasn't 
found in memory. Possible causes are hard- 
ware (faulty RAM), buggy system services, or 
antivirus software. 



The four parameters displayed in the error 
message, which we've labeled OxParatneterl, 
OxParameterl, OxParameterl, OxParameterl, con- 
tain the following information: 

OxParameterl: The virtual memory address 
that the application tried unsuccessfully to 
access. When an application needs to store 
data in, or retrieve data from, memory, and its 
request includes the location where the data 
can be found or will be stored. 

OxParameterl: The type of memory access 
the application was going to perform, either 
Write (if OxParameterl = 0x00000001), in which 
case, the application was going to store new 
information in the memory location listed in 
OxParameterl, or Read (if OxParameterl = 
0x00000000), in which case the application was 
going to retrieve data stored in the memory 
location listed in OxParameterl. 

OxParameterl. If the data is all zeros (that is, 
0x00000000), this parameter has no meaning. If 
the data is anything but all zeros, this parame- 
ter represents the memory address that con- 
tains the instruction, executed by the comput- 
er's processor, which caused the error. 

OxParameterl: Every STOP error message 
displays four parameters, but not all parame- 
ters are always relevant. This parameter is not 
used for this error message and contains no 
usable information. 

Solution: This problem often occurs when 
you install new system services, including any 
software that runs as a service under Win2000. 
If this error message appears shortly after you 
install a new service, disable the service, and 
contact the developer for updates. 

If the error occurs at system startup, and pre- 
vents you from disabling the service, reboot 
your computer and press F8 as your system 
starts to boot. From Win2000 Advanced Menu 
Options, select Last Known Good Configuration 
and follow the on-screen instructions. 

If you recently installed or updated 
an antivirus program, disable the program 
and contact the developer for updates 
or assistance. 

Error Message: "STOP: 0xC000021A 
(OxParameterl, OxParameterl, OxPara- 
meter3, OxParameterl) STATUS 
_SYSTEM_PROCESS_TERMINATED." 

Translation: A user mode process, such as 
Winlogon (which manages how users log on 
and off) or CSRSS (Client/ Server Runtime 
Server Subsystem, which manages background 
Windows processes and graphics), has been 



Windows 2000 



fatally compromised. Because security can no 
longer be assumed, the OS switches to kernel 
mode (a basic operating mode that doesn't 
involve user settings and applications), which 
generates this error. 

Win2000 requires Winlogon and CSRSS to 
be available at all times. The failure of either 
leads to a STOP error. This is one of the few 
failures in user space that can bring down 
Windows entirely. 

Parameterl contains a status code specific to 
the software driver. Contact the developer if 
you need to decipher the status code. 

The most common causes of this error mes- 
sage are third-party applications, system service 
and device drivers, and mismatched system files. 

Solution: Installing Win2000 Service Pack 4 
can solve this problem. Refer to the "How To 
Install A Service Pack" sidebar for details. 



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A hot fix is available from Microsoft for BAD_P00L_CALLER 
printing errors, which result from documents with bad or corrupt 
embedded fonts. The fix may require you to pay a support fee. 



If the error message occurs after installing or 
updating an application, uninstall the applica- 
tion and contact the developer. If the error 
occurs at system startup, and prevents you 
from disabling the service, reboot your com- 
puter and press F8 as your computer starts to 
boot. From Win2000 Advanced Menu Options, 
select the Last Known Good Configuration 
option, and follow the on-screen instructions. 

If you haven't recently installed new soft- 
ware, the problem may be corrupt or mis- 
matched system files. If you can boot the com- 
puter, click Start and select Run. In the Run 
dialog box, type SFC /scannow and click OK 
to run the System File Checker, which should 
correct any mismatched system files. 

Error Message: "STOP: 0xC0000221 
STATUS_IMAGE_CHECKSUM 
.MISMATCH PATH\XX" or "STOP: 
C0000221 unknown hard error 
PATHXXX." 



Translation: This error message can appear 
in multiple ways, including as a BSOD (Blue 
Screen of Death; a blue screen that appears 
when Windows encounters a serious problem 
and crashes) or a simple dialog box. Its appear- 
ance depends on how much of the OS was 
loaded before the error was encountered. 

The PATH in the error message indicates the 
path to the file or files involved in the error, 
and XX represents the file name. 

No matter what form this message takes, it 
relates to a corrupted file that couldn't be 
loaded following the integrity check that 
Windows performs at startup. 

Solution: Replace the file (which is most 
often a Windows system file) with a fresh copy. 
Start your computer in Safe Mode by pressing 
the F8 key repeatedly while the PC boots or 
restarts and then selecting the Safe Mode 
option. Use the System File 
Checker utility to correct the prob- 
lem by clicking Start and Run, 
typing sfc /scannow in the Open 
field, and clicking OK. 

When the System File Checker is 
finished, try rebooting. If you still 
encounter the error, or you couldn't 
boot into Safe Mode, you will need 
to repair or reinstall Win2000. 

To repair Win2000 insert your 
Win2000 CD and reboot. When 
the option appears to boot from 
the CD, press any key. At the 
Welcome To Setup screen, press R 

to start the repair process. At the 

Repair Options screen, press R to select the 
emergency repair process and follow the on- 
screen instructions. 

If the problem persists, you may need to 
reinstall Win2000. 

Printing Errors 

Error Message: "BAD_POOL_CALLER 

Stop 0xC2." 

Translation: You're trying to print or use 
Windows Explorer to open a document that 
contains a bad or corrupted font. 

Solution: Microsoft determined that this is 
a problem with Win2000 Professional, 
Win2000 Server, and Win2000 Advanced 
Server. A hot fix is available by contacting 
Microsoft Help And Support via phone (visit 
the Help And Support site at www. sup 
port.microsoft.com to obtain an appropriate 
phone number). However, keep in mind that 
Microsoft recommends installing the fix only if 



you're experiencing a problem and that 
you will be charged a fee for calling the 
Microsoft support number unless the support 
staff determines that the update will resolve 
your problem. 

Error Message: "Win32k!EXFOR- 
MOBJ::vGetCoefficient+0xb." 

Translation: You're printing to a print 
server that's using Win2000 and a Microsoft- 
supplied default printer driver, and the page 
you're trying to print contains white text. 

Solution: Use the manufacturer's printer 
driver, if one is available. Win2000 SP4 includes 
a fix for this issue; refer to the "How To Install 
A Service Pack" sidebar for more information. 

Error Message: "The separator page 
does not exist/' 

Translation: You may see this error mes- 
sage when you try to insert a separator page 
between printed documents using the 
Advanced tab of the printer's Properties dialog 
box. If the printer can't locate the separator 
page file, or if the file's attributes aren't set cor- 
rectly, the error can occur. 

Solution: Separator pages are installed as 
part of a Win2000 installation and/or with 
printer drivers. These pages usually end with a 
.SEP file extension. Make sure you're selecting 
the correct separator page for your printer type. 

Separator pages must have the correct file 
attributes, or they won't load when called for. 
Valid separator file attributes are Read-Only, 
Archive, and Normal. Different OSes may 
interpret file attributes differently. In Win2000 
Professional, a separator page with no file 
attributes is considered normal. In Win2000 
Server, a separator page with no file attributes 
returns an error. 

Most Windows installations and third-party 
manufacturers set separator page file attributes 
to Archive, which allows them to run with both 
Win2000 Professional and Win2000 Server. If 
you use the backup program included with 
Win2000, it clears the Archive file attribute after 
performing an incremental backup. 

The latest Win2000 Service Pack includes a 
fix for this issue. 

Error Message: "Unable to create or 
open the file XX." 

Translation: The print spooler (program 
that manages print jobs) can't access a file. In 
most cases you're either running low on free 
hard drive space or don't have the proper per- 
missions to print the file. 



PC Errors • 95 



Windows 2000 



Solution: Empty the Recycle Bin. Then use 
the Disk Cleanup utility to remove temporary 
files. To do this, click Start, Programs, 
Accessories, System Tools, and Disk Cleanup. 
Select the drive you want to clean up, click OK, 
and follow the on-screen instructions. 

The print spooler must open the file and store 
it temporarily in a spooling directory. If you're 
in a network environment, contact your system 
administrator to be sure you have write permis- 
sion for the directory. If you're using a stand- 
alone computer, access rights aren't likely to be 
a problem, but you can confirm this by clicking 
Start, Settings, and selecting Printers. Right-click 
the icon for the printer and select Properties 
from the pop-up menu. Click the Security tab 
and check to be sure you have permission to use 
the printer and manage documents. 

Error Message: "An application error 
has occurred and an application error 
log is being generated. SPOOLSV.EXE 
Exception: access violation (0xc0000005), 
Address Parameterl." 

Translation: The Windows Print Spooler 
(the service for which Spoolsv.exe is the exe- 
cutable file) can cause this error if there are too 
many .SPL (spool) files and /or .TMP (temp) 
files in the spooler directory. Parameterl is a 
memory address where the violation occurred. 

Solution: Remove the .SPL, .TMP, and any 
.SHD files currently in the print spooler direc- 
tory. The default spooler directory is 
C:\WINNT\SYSTEM32\SPOOL\PRINTERS. 
After you remove the files, restart the print 
spooler. Any jobs in the spool directory will 
be lost. 

If you're unable to delete the files, turn the 
print spooler off. To do this, click Start, 
Settings, and Printers. Right-click the appropri- 
ate printer and select Properties. Select the 
Advanced tab and disable print spooling. 

File System Errors 

Error Message: "Could not load or run XX 
specified in the Registry. Make sure the 
file exists on your computer, or remove 
the reference to it in the Registry/' 

Translation: When an application launches, 
Windows checks the Registry for any files, pref- 
erences, or other information the application 
needs. If a file is specified in a Registry entry for 
the application, and that file is not at the path 
specified, the error message above will appear. 

Solution: This problem may occur because 
the file (represented by XX above) was moved 



or deleted. In most cases you can correct the 
problem by uninstalling the application that 
caused the error and then reinstalling it. This 
process should also reinstall the missing file. 

Error Message: "The file XX that short- 
cut YY refers to cannot be found" or 
"The item XX that this shortcut refers to 



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If you don't have sufficient write privileges, you'll 
see this error when you try to replace a file. To 
get around this problem, rename the new file. 



has been changed or moved, so this 
shortcut will no long work properly/' 

Translation: You're using a shortcut (rep- 
resented by YY) to access a file (represented by 
XX) that has been moved, renamed, or deleted. 

Solution: Right-click the shortcut and 
select Properties. Select the Shortcut tab and 
click Find Target to search for the file. 

For the second error message, Windows 
automatically attempts to find the target and 
display the same options that display when 
you manually select Find Target. If Windows 
finds the file, click Fix It to correct the shortcut. 



Otherwise, delete the shortcut or cancel the 
Find Target function. 

If the Find Target function can't find the file, 
you can delete the shortcut, manually locate 
the file, and recreate the shortcut. 

Error Message: "XX This file exists with 
Read-Only attributes. Please use a dif- 
ferent file name" or "Access to 
PATHXXX was denied." 

Translation: Both error messages refer to a 
file (represented by XX) set as Read-Only, 
thereby preventing you from overwriting or 
changing it. The first error message may occur 
when you copy or move a file and the second 
when you try to save a read-only file from 
within an application. 

Solution: Copy or save the file with a dif- 
ferent name to avoid having to change the 
file's permissions or find a system administra- 
tor to fix them for you. 

If you believe the file should not be set to 
Read-Only, contact your system administrator. 

Error Message: "Cannot copy XX: Access 
is denied. The source file may be in use." 

Translation: You're trying to replace an 
existing file (represented by XX) without suffi- 
cient write privileges. It might not actually be 
the case that the file is in use. 

Solution: Rename the new file, so you 
won't be overwriting an existing file. 



Most Common Error Message 



Error Message: "General Protection Fault in module XX." 

Translation: General Protection Faults occur when an associated DLL (dynamic-link 
library) file (represented by XX) attempts to access protected memory 
space assigned to another application, DLL file, or other system component. 

Solution: If XX is an application, be sure you're using the latest version of the 

software. Visit the software manufacturer's Web site and update the 
application if possible. 

If XX is a system or DLL file, tracking down the cause of the problem 
is more difficult. If it's a DLL file, click Start, Search, and For Files Or 
Folders to search for it. When you find it, check to be sure that the DLL 
file you're using (usually the one located at C:\WINNT\SYSTEM32) is the 
latest version compared to any other copies that may exist on your 
computer (you can find this information by right-clicking the file, selecting 
Properties, and selecting the Version tab). If it's older than another 
version on your computer, chances are an application you recently 
installed overwrote a newer version of the DLL file with an older version 
included with the application installer. Replace the DLL file with the 
newest version. Also, be sure your copy of Win2000 is up-to-date. □ 



96 • PC Errors 



Windows 2000 



If you believe you should have write 
permissions for the file, contact your 
system administrator. 

Error Message: "XX This file is already 
in use. Select a new name or close the 
file in use by another application/' 

Translation: You're attempting to save or 
open a file (represented by XX) that is already in 
use by another application. Usually this happens 
when you're working on a file and switch to 
another application to work on the same file 
without closing it in the original application. 

Solution: Switch to the other application and 
close the document or the application. Be careful 
when closing a file if edits have been made in 
two different applications. The last application 
to perform a save usually overwrites any 
changes made earlier in another application. 

Error Message: "Maximum number of 
files already open. Close a file or appli- 
cation to open this file/' 

Translation: You have exceeded the maxi- 
mum number of files that the system permits 
you to use at one time. 

Solution: Close one or more files. Open file 
limits can be imposed by an application or by 
your computer's file system. If you work on a 
server, or are connected to one, the open file 
limits may be a policy decision on the server. If 
you're using a Win2000 server, you can ask the 
administrator to check the MaxOpens entry in 
the server's configuration file. 

Error Message: "XX The above file 
name is invalid." 



Translation: The name (represented by 
XX) you're trying to use when creating a file or 
directory doesn't meet the criteria for a valid 
file name. (The full file name may not display 
in the error message. It may be truncated or 
missing characters.) File or directory names in 
Win2000 may contain upper or lower case 
characters, except for the following reserved 
characters:? " / \\,.* | :. 

Solution: Change the file name to include 
only valid characters. 

DLL Errors 

Error Message: "The dynamic-link 
library WININET.DLL could not be 
found in the specific path." 

Translation: Windows applications use 
the Wininet.dll file (a DLL [dynamic-link 
library] file stores instructions common to 
multiple programs) to communicate with your 
Web browser. Wininet.dll is normally located 
in the WINNT\SYSTEM32 directory but 
appears to be missing. 

Solution: Verify that Wininet.dll is in the 
C:\WINNT\SYSTEM32 directory. If the file is 
missing, click Start, Search, and For Files Or 
Folders to try to locate it. If you find more 
than one copy of the file, check the version 
information for each file (you can find this 
information by right-clicking the file, select- 
ing Properties, and selecting the Version tab). 
Copy the most recent version to the C:\ 
WINNT\SYSTEM32 directory. 

If Wininet.dll is already in the 
C:\WINNT\SYSTEM32 directory, it may be 
an older version associated with a third-party 



Most Confusing Error Message 



Error Message: "You cannot drag an item into a button on the Taskbar. However if you 
do this without releasing the mouse button, the window will open and 
you can the drag the item into the window." 

Translation: This message appears to first tell you that you can't do something, and 
then tell you that you can. Taskbar buttons, which represent currently 
open windows and applications, do not support the drag-and-drop 
capabilities of the Desktop. 

Solution: Use the Taskbar button to open the window the button represents and 

then drag the item into that window. As noted in the error message, you 
can accomplish this in a single step by dragging the item to the Taskbar 
button, without releasing the mouse button. In a few seconds, the 
window the Taskbar button represents will open. Still holding down the 
mouse button, drag the item into the newly-opened window. Release the 
mouse button to copy or move the item. □ 



application, thereby causing compatibility 
problems. Search for a more recent version of 
the file to use as a replacement. 

If you don't find Wininet.dll, visit Micro- 
soft's Internet Explorer home page (www 
.microsoft.com/windows/ie) to download the 
latest version of IE, which includes the 
Wininet.dll file. 

Error Message: "Cannot overwrite XX: 
The specified file is being used/' 

Translation: Windows will not allow you 
to overwrite a DLL file (represented by XX) 
that is currently in use. 

Solution: Copy the replacement DLL file to 
the Temporary directory, usually located at 
C:\WINNT\TEMP. Rename the DLL file in 
the C:\WINNT\SYSTEM32 directory by 
adding the word "old" to the file name (for 
example, Wininetold.dll). Click Start, Pro- 
grams, Accessories, and Command Prompt. In 
the Command Prompt window, type the fol- 
lowing after the command prompt, one line at 
a time, replacing DLLFILE with the name of 
the DLL file you copied to the temp directory. 
Press ENTER after each line. 

cd %SystemRoot%\temp 

copy DLLFILE %SystemRoot%\System32\ 

exit 

Restart your computer to apply the changes. 

Error Message: "This program has per- 
formed an illegal operation and will be 
shut down. If the problem persists, con- 
tact the program vendor. XX caused an 
Invalid Page Fault in Module YY." 

Translation: The application you're using 
(represented by XX) tried to access protected 
memory space used by another application, 
system file, or DLL file. 

Solution: This error message is common, 
and almost always indicates a poorly written 
application or DLL file. The affected module 
(represented by YY ) is often a common DLL 
file used by many applications or the OS. This 
makes it difficult to determine which applica- 
tions are actually interfering with each other. 
The best solution is to use the Task Manager 
(press CTRL- ALT-DELETE, click Task Man- 
ager, and select the Applications tab) to note 
which programs were running when the error 
occurred. Use this information as a reference if 
the error occurs again. 

Save data in any open applications and 
reboot your computer. If you need to use the 
application that caused the problem, limit the 



PC Errors • 97 



Windows 2000 



Most Hilarious Error Message 



Error Message: "Unknown error." 

Translation: Windows doesn't know what happened and hasn't a clue what to do 
about it. 

Solution: Your guess is as good as ours. You can exit and relaunch the application 

you were using, or even reboot your computer, if it makes you feel better, 
but neither of these actions will necessarily solve the problem, whatever 
it was. This error doesn't usually repeat itself twice in a row, so 
regardless of what you were doing, give it another shot. □ 



number of other open applications. Visit the 
software manufacturer's Web site and check 
for program updates that might solve the 
problem. Also use the Windows Update pro- 
gram (click Start and Windows Update) to 
ensure you have the latest Win2000 updates. 

Miscellaneous Errors 

Error Message: "There was an internal 
error and one of the windows you were 
using has been closed. It is recommended 
that you save your work and close all pro- 
grams, and then restart your computer/' 

Translation: This type of error is primarily 
the result of application problems, incompati- 
bility between applications, or background 
processes, such as those associated with 
antivirus programs. A window was closed to 
release system resources that may have 
become corrupt or are no longer available. 

Solution: Save your work. For future refer- 
ence, take note of the applications that were 
open when the error occurred. 

Although this step may be difficult to perform 
if your computer is unstable because of this 
error, press CTRL- ALT-DELETE to launch the 



Task Manager. Select the Performance tab and 
check memory and CPU usage. If memory or 
processor usage is very high, change to the 
Processes tab, and find the processes with the 
highest CPU and/or memory usage. Write down 
this information and restart your computer. 

The next time this error message occurs, 
make a note of the same information and com- 
pare it with the previous information. The pur- 
pose of this exercise is to try to narrow down 
the applications or processes that are causing 
problems. You can then contact the software 
manufacturer(s) about available updates. Also 
use the Windows Update program (click Start 
and Windows Update) to be sure you have the 
latest Win2000 updates. 

Error Message: "An error occurred send- 
ing the command to the application/' 

Translation: This error can occur when 
you use the Task Manager to end a task. 

Solution: Because you're using the Task 
Manager to try to close an application, there's a 
possibility that the application, or other compo- 
nents of the OS, may be in an unknown state 
and unable to respond to the Task Manager's 
command to stop the program from running. 



Most Unusual Error Message 



Error Message: "Due to an unexpected error the system cannot be restarted." 

Translation: Windows system drivers were unable to force a restart. This can happen 
when you try to restart your computer when Windows Media Player or 
related applications are open. 

Solution: Microsoft suggests shutting down or restarting, although if you could 

restart, you wouldn't see this error message. We suggest closing any 
open applications, or using the Task Manager (press CTRL-ALT- 
DELETE, click Task Manager) to end a task that has stopped responding 
to your OS, and then shutting down or restarting. □ 



Try selecting the appropriate program and 
clicking End Task again. If the problem per- 
sists, try closing other applications or process- 
es. If the application still fails to respond to the 
End Task command, restart your computer. 
Refer to the application's manual for informa- 
tion about recovering lost data when the appli- 
cation fails in this manner. 

Error Message: "XX An error has 
occurred in your program. To keep work- 
ing anyway, click Ignore and save your 
work to a new file. To quit this program, 
click Close. You will lose information 
you entered since the last save/' 

Translation: A program has encountered a 
problem it can't fix by itself. The error message 
appears to indicate that the problem is with 
the program (represented by XX), but the actu- 
al root of the problem may be incompatibility 
with another application or with device dri- 
vers the application uses. 

Solution: You can click the Ignore button, but 
more than likely the application will crash before 
you can save your work. If possible use the Save 
As option to save your work under a different 
name. This will cause minimal corruption to the 
currently open data file. Clicking Close will stop 
the program in a fairly clean manner, with less 
chance of corruption, but you will lose any work 
you've done since your last save. 

Finding the cause of this problem is difficult. 
One approach is to ensure that the application, 
your OS, and any device drivers the applica- 
tion uses are up-to-date. Be sure to check video, 
multimedia, audio, CD, and DVD drivers 
because one or more of these drivers are likely 
to have been in use at the time of the error. 

Error Message: "Your system is running 
low on Virtual Memory, please close 
some applications" or "Your system is 
low on Virtual Memory. To ensure that 
Windows runs properly, increase the 
size of your Virtual Memory paging file. 
For more information see Help" or 
"Your system is low on Virtual Memory. 
Windows is increasing the size of your 
Virtual Memory paging file. During this 
process, memory requests from some 
application may be denied. For more 
information see Help." 

Translation: Win2000's virtual memory 
(hard drive space reserved to act as if it were 
RAM when necessary) settings are preventing 
applications from functioning properly. You 
are most likely to see one of these error 



98 • PC Errors 



Windows 2000 



messages when you launch an application or 
when you attempt to work with large files 
from within an application. 

Solution: Increasing the virtual memory 
paging file (the file on the hard drive reserved 
for use as virtual memory) size may alleviate 
the problems with specific applications, but it's 
not necessarily the best option. Adding physi- 
cal RAM is usually a better choice, especially 
when application performance is an issue. In 
the interim, you can adjust virtual memory set- 
tings to allow your applications to run. 

Right-click the My Computer icon on your 
Desktop and select Properties. In the System 
Properties window, select the Advanced tab. 
Click Performance Options. In the Virtual 
Memory area of the dialog box, click Change. 
The value in the Initial Size (MB) field should 
be at least one and one-half times your physi- 
cal memory size. This is the default value that 
Win2000 uses when you first configure it. If 
you have lowered the value, or added RAM 
since installing Win2000, you may need to 
increase this value. 

For example, if you have 256MB RAM 
installed, the Initial Size (MB) field should read 
384. The value in the Maximum Size (MB) field 
should be twice the initial size, or in this case, 768. 

If the values are correct, and you still see the 
error message, try using this formula: Initial 
size = physical RAM x 2. Maximum size = 
Initial size x 2. 

Error Message: "An error occurred 
while saving changes. Some changes 
will not be remembered/' 

Translation: This error relates to Win2000 
control panels. Most of the changes you can 
make within the control panels are written to 
the Registry (a database Windows uses to store 
configuration information). This error message 
indicates that the changes could not be written 
successfully to the Registry, so they will no 
longer be saved in memory when you restart 
your computer. 

Solution: A failure writing to the Registry 
can occur if you are running very low on avail- 
able memory. Low memory problems can be 
momentary, a direct result of the number and 
types of applications you are using or have 
recently used. Rebooting should clear the low 
memory error and allow you to use the 
Control Panel to reconfigure your settings. 

If a low memory error still occurs, make 
sure your RAM is properly installed, have a 
technician check the RAM's integrity, and /or 
add more RAM. 



How To Install A Service Pack 



To resolve some of the error messages in this article you need to install the latest ser- 
vice pack for Windows 2000, Win2000 Service Pack 4. You can obtain SP4 using the 
Windows Update utility. As long as you have an active Internet connection, click Start and 
Windows Update to launch the utility, and 
then follow the on-screen prompts to 
download and install Win2000 SP4. 
Alternately, you can visit Microsoft's 
Windows 2000 Service Pack 4 Web page 
at www.microsoft.com/windows2000 
/downloads/servicepacks/sp4/default.asp 
and follow the instructions for downloading 
and installing Win2000 SP4. □ 



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Unusually long Registry keys or values can 
also cause a failure writing to the Registry. The 
latest Win2000 Service Pack includes a fix for 
this issue. Refer to the "How To Install A 
Service Pack" sidebar for details. 

Error Message: "Windows could not 
start because the following file is miss- 
ing or corrupt: \WINNT\SYSTEM32 
\CONFIG\SYSTEMced." 

Translation: This message, which is 
sometimes also followed by the error mes- 
sage, "System hive error," indicates that 
Windows was unable to load the System hive 
(Windows Registry file) at boot time because 
the System hive is too big, badly fragmented 
(scattered across multiple locations on a hard 
drive), or missing. 

This problem occurs during an early phase 
of the boot process, during which available 
memory is limited. The Registry must share 
this limited memory with other boot processes, 
including loading the kernel (core portion of 
an operating system), boot drivers, and other 
components. If the System hive is too large to 
fit into the available memory, or is so frag- 
mented that it prevents complete loading, 
you'll see this error message. 

Solution: Use the Recovery Console to try 
to create a nonfragmented (or at least, less 
fragmented) version of the System hive. Insert 
your Win2000 installation CD and reboot your 
computer. At the beginning of the boot 
process, when you see the option to Press Any 
Key to boot from CD, press any key. When the 
Welcome To Setup screen appears, press R to 
repair Win2000. On the next screen, press C to 
start the Recovery Console. Select the installa- 
tion you want to repair. Enter your administra- 
tor password at the prompt. The Recovery 
Console will display a command prompt. Type 



the following, one line at a time, and press 
ENTER after each line. 

cd System32\config 

ren system system.old 

ren system.alt systemalt.old 

copy system.old system 

copy systemalt.old system.alt 

exit 

reboot 

If you still see the error message, you will 
need to restore a copy of the System hive. 
Follow the above instructions to boot into the 
Recovery Console. If you have never created a 
Registry backup, you will need to restore the 
default System hive. If you have backed up the 
Registry, you should restore the System hive 
from the backup. 

If you have never backed up the Registry, 
type the following at the command prompt, one 
line at a time, and press ENTER after each line. 

copy c:\winnt\repair\system c:\winnt 
\system32\config\ 

y 

exit 

If you have backed up the Registry, type the 
following at the command prompt, one line at 
a time, and press ENTER after each line. 

copy c:\winnt\repair\regbackup\system 
c:\winnt\system32\config\ 

y 

exit 

You may need to reinstall any hardware or 
software you installed after you last backed up 
the Registry. 

If you still cannot boot into Win2000, con- 
sider reinstalling Win2000 or editing the 
Registry to reduce its size. 53 

by Tom Nelson and Mary O'Connor 



PC Errors • 99 



Windows 2000 



End Connection 
Headaches 

Windows 2000 Networking 
& Online-Related Errors 




user ID does not exist on this computer, you can 
create it by selecting Action and then New User. 

Error Message: "Unable to log you on 
because your account has been locked 
out, please contact your administrator/' 

Translation: The most likely scenario lead- 
ing up to this error is that you failed too many 
attempts to log in properly. Anyone who has 
had to log in every morning has done it, usual- 
ly the day after changing to a new password. 
To protect the network from brute-force pass- 
word hacking, Win2000 automatically cuts off 
your user ID for a specified amount of time. 

Solution: You can wait it out, but that 
might entail sitting around for quite a while if 
the timeout period (time it takes until the sys- 
tem allows you to attempt to log in again) is 
very long. If you're connected to a Windows 
domain, contact the network administrator 
and ask if she'll help you out of this jam. If you 
aren't connected to a domain, you can 
log on to your own machine as an adminis- 
trator and let yourself back in. Click Start, 
Settings, and Control Panel. Double-click the 
Administrative Tools icon and then double- 
click Computer Management. In the left pane, 
click the plus sign (+) to open Local Users And 
Groups and then Users. Double-click the 
account you need to unlock and remove the 
check next to Account Locked Out. 



Without a network to browse or share 
these days, computers seem, well, 
boring. A networking problem can 
shut down useful work in no time flat. Below, 
we'll parse some of the most common net- 
work-related error messages Windows 2000 
can throw at you, along with the solutions you 
should try first. 

First Things First 

Error Message: "The system could not 
log you on. Make sure your Username 
and domain are correct, then type your 
password again. Letters in passwords 
must be typed using the correct case. 
Make sure that Caps Lock is not acci- 
dentally on/' 

Translation: Windows is having trouble 
authenticating you either on your local com- 
puter or network domain controller (computer 
running Win2000 Server that manages net- 
work access). Larger networks usually have a 

100» PC Errors 



domain controller computer somewhere where 
network administrators keep track of every- 
one's logon information. If you don't have a 
domain controller on your network, it might be 
your own computer that is rejecting you. Ouch! 
Solution: This one is pretty self-explanatory. 
In most cases, you're simply typing either the 
username or the password incorrectly. Because 
Win2000 logons are case-sensitive, the CAPS 
LOCK key suggestion offered in the message is 
a good one. Make sure you're spelling every- 
thing right and that you didn't change the 
password the other day and 
forget about it. If you know an 
administrator user ID and 
password, log on as an admin- 
istrator and open the Com- 
puter Management console in 
Administrative Tools. There 
you can check the list of all 
users and make sure the user - 
name you're having trouble 
with is, in fact, listed. If the 



Error Message: "Your password will 
expire in XX days. Do you want to 
change it now?" or "Your password has 
expired and must be changed." 

Translation: This message speaks for itself 
(XX, of course, represents the number of days 
you have left until your password expires). 
Sure, it's a pain, but it's basic network security. 
You should change your password periodical- 
ly to minimize the possibility that some unau- 
thorized person will learn the password and 
compromise the system. If your network 
administrator has set a time limit on your pass- 
word, Win2000 will start nag- 
ging you a few days before the 
password expires to come up 
with something new. 



Member of 
f~ Domain: 



(• Workgroup: 
[WORKGROUP 



Each computer on the network 
must have a unique name. 
Change your machine's network 
name from the Network 
Identification tab in the System 
Properties dialog box. 



Windows 2000 



Solution: Click Yes and the Change Pass- 
word screen appears. Type a new password 
and then type it again to verify. Click OK to 
save the new password. Your network admin- 
istrator might also have set up certain criteria 
by which to judge your password to make 
sure it isn't too simple (and, therefore, easy 
to crack). You probably won't be able to use 
the same password as last time, and you 
might have to include at least one number 
and one capital letter. 

Error Message: "Your account has been 
disabled. Please see your system admin- 
istrator/' 

Translation: Win2000 recognizes your 
user ID and password, but the account has 
been shut down. Either someone has changed 
the settings on your computer or your network 
administrator changed settings on the domain 
controller machine. 

Solution: If you're connected to a network 
and you log in to a domain, the network 
administrator is going to have to solve this 
issue. If you aren't part of a domain, try 
logging on to the machine with an administra- 
tor account to enable your account. Click 
Start, Settings, and Control Panel. Double- 
click Administrative Tools and Computer 
Management. In the left pane, expand Local 
Users And Groups and then Users. Double- 
click the appropriate user name to see its prop- 
erties. Remove the check mark by Account 
Disabled and click OK. The user ID should 
work as before. 

Learning To Share 



Error Message: "\\computer\resource is 
not accessible. Access Denied/' 

Translation: This is a frustrating error that 
can crop up when you attempt to connect to a 
shared resource on a network, represented 
above as computer\resource. 

The resource might even show up as 
normal in the Network Neighborhood, 
but nonetheless, those two rudest of 
words— access denied— assault your 
screen. 



Often this error means that NTFS 
(Windows NT/2000/XP's organization- 
al system for storing files on hard dri- 
ves) partition permissions have not 
been properly assigned or that share 
permissions are not correctly set. 

Solution: Check to make sure that 
both the share permissions and the 



Most Confusing Error Message 



Error Message: "A duplicate name exists on the network." 

Translation: If you're trying to connect a new computer to the network and some 
other computer on the same network already has the selected name, 
Windows returns this error. Network administrators sometimes run into 
this kind of error when they're transferring settings from one computer 
to another, and the network name tags along with everything else. This 
error can also occur when two users with the same first or last name 
both try to give their machines an easy-to-remember moniker. Any kid 
named Tyler is going to have some problems with this in a few years. 

Solution: The network will become a confusing place if two workstations have the 

same name, so Windows is not going to let it happen. You will need to 
change the name of your computer (or get the other person to change 
the name of their computer). Right-click the My Computer icon on your 
Desktop and select Properties. In the System Properties window, click 
the Network Identification tab and then the Properties button. In the 
Identification Changes dialog box, type a new name in the Computer 
Name field and click OK. You may need to restart your computer 
before the change takes effect. □ 



NTFS partition permissions are configured for 
individual user or group access. 

Error Message: "An error occurred 
while reconnecting XX: to \\computer\ 
resource. This connection has not been 
restored/' 

Translation: When you see an error like 
this, it means that Win2000 is unable to find on 
the network the specific computer or resource 
you told it to find. Usually this error pops up 
when you are attempting to map a local drive 
letter (such as that represented by XX above) 
to a resource (a printer, for instance) on anoth- 
er computer through the network (represented 
by computer\resource). If the resource used to 
be accessible, it can be frustrating to find it 
absent without leave. 

Solution: First, make sure your con- 
nection to the network, and especially the 



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computer in question, is working. Try accessing 
a resource on a different computer than the one 
that's proving difficult. If that doesn't work, the 
problem is likely with your own computer. 
Make sure you have a connection to the net- 
work hub— you should see a green light on 
your network adapter and the hub itself. 

If you were able to access a different 
resource, the target computer might be the 
one with the problem. It could simply be shut 
off, or it could have an actual network prob- 
lem. Look for the link lights on that computer 
as you did with your own. Assuming the 
shared computer is properly connected to the 
network, see if the resource it is hosting is set 
up to be shared. On the remote computer, 
double-click My Computer and navigate to 
the resource you want to access through the 
network. Right-click that resource and select 
Sharing. See that the Share This Folder or 
Shared As option is selected and the 
right share name is displayed in the 
Share Name drop-down list. 



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The Users section of the Computer Management console is where 
the administrator of a system controls access on a per-user basis. 



Error Message: "My Network 
Places: \\computer\resource is 
not accessible. The network path 
was not found/' 

Translation: As with the last error, 
this means that the OS is not able to 
locate the particular resource you 
want. Along with mapping a drive, 
Win2000 lets you set up a network 

PC Errors • 101 



Windows 2000 



path in My Network Places as a way to conve- 
niently connect to resources you frequently 
use. Either way, various problems can make 
the network resource unavailable. 

Solution: Troubleshooting a My Network 
Places error will be much like troubleshoot- 
ing a mapped drive letter error. Follow the 
instructions provided for solving the previous 
error message. 

Error Message: "No more connections 
can be made at this remote computer at 
this time because there are already as 
many connections as the computer can 
accept/' 

Translation: As the error says, too many 
people are trying to use this resource at the 
same time. How many is too many? Network 
administrators can configure resources to allow 
only a certain number of connections; that num- 
ber can vary depending on the configuration. If 
the remote computer you're trying to access is 
running Win2000 or WinXP, you may also run 
up against a built-in 10-user connection limit. 
There might be a software license limit for ele- 
ments of your networking software. 

Solution: Get ahold of the office intercom 
and tell everyone else to stop 
using that network resource, 
or else. OK, we admit that's 
probably not a good solu- 
tion. An alternative option is 
to simply wait and try to 
connect again later. Or, ask 
the network administrator to 
look into the matter and 
determine whether the share 
can be configured to accept 
additional connections. 



Most Unusual Error Message 



Error Message: "Check networking protocol connections . . . TCP/IP CP reported error 
733: Your computer and the remote computer could not agree on PPP 
control protocols." 

Translation: You might see this error when you try to connect to an ISP with dial-up 
networking using PPP (Point-to-Point Protocol). The most common 
cause is that a setting called "Negotiate multi-link for single link connec- 
tions" is enabled when it shouldn't be. 

Solution: Click Start, point to Settings, and then click Network And Dial-up 

Connections. Right-click the connection you're trying to use and click 
Properties. Click the Networking tab and the Settings button. Clear the 
check mark from Negotiate Multi-Link For Single Link Connections. 
Click through the OKs to save your changes. □ 







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Error Message: "Error 

234: Additional data is 

available/' 

Translation: You might see this message 
when you're browsing folders on a WinNT or 
Win2000 machine from a Windows 95 work- 
station. It sounds a bit cryptic— what is this 
"additional data" anyway? Why not just spit 
out an explanation that makes more sense? As 
it turns out, the older OS has trouble reading 
share names with more than 12 characters or 
with spaces. If someone gave such a name to a 
resource on the WinNT/2000 machine, you 
could get slapped with this Error 234. 

Solution: Just make sure that the WinNT 
/2000 computer you want to access over the 
network has a share name that doesn't contain 



When you create a new user ID on 
the system, it must be different 
from existing user names. 



any spaces and is less than 12 characters long. 
If you don't have control over that resource, 
you might need the network administrator to 
make the change. 

Scary Errors 

Error Message: "STOP: 0x000000C2 
(0x00000007, 0x00000fd3, 0x88289700, 
0x00000000)" 

Translation: Yikes! 
This kind of error message, 
displayed on a BSOD (Blue 
Screen of Death, the com- 
mon term for the blue 
screen that appears when 
your computer experiences 
a serious crash), really 
doesn't offer any clues on 
its own. It can appear omi- 
nously when you try to 
close a file on a network 
shared resource. 

Solution: This error 

relates to a known bug in 
Win2000 that has been repaired in Service 
Pack 4, a bundle of patches Microsoft put 
together to address various errors. To down- 
load the most recent Service Pack, head 
to www.support.microsoft.com, click the 
Knowledge Base Article ID Number Search 
link, and look for Article 260910. There you'll 
find information about all Win2000 patches 
and packs. 

Error Message: "STOP: OxOOOOOODl 
(0xFF8BA000, 0x00000002, 0x00000001, 
0xF3AAA40E) DRIVER_IRQL_NOT_LESS 
_OR_EQUAL" 



Translation: This is another error that 
results from a known Win2000 flaw. It can 
appear when someone removes a TCP/IP 
(Transmission Control Protocol /Internet Pro- 
tocol) network connection in a certain way and 
may cause the computer to hang. 

Solution: Follow the directions for solving 
the previous error message to download the lat- 
est Win2000 Service Pack. This error was fixed 
back in Service Pack 1, but the most recent 
Service Pack will include the patch, as well. 

Error Message: "STOP: OxOOOOOODl 
(68b6a590 00000002 00000000 bfda3841)" 

Translation: As with the last few error 
messages listed above, this one results from a 
Windows flaw that can crop up in the middle 
of a network data stream. It appears while the 
system hangs. 

Solution: There's not much you can do to 
solve this in the short term other than restart 
the machine. When you regain control, head 
to the Microsoft site and download the lat- 
est Win2000 Service Pack to banish this bug 
according to the instructions for solving the 
previous two error messages. 

Error Message: "Query result parsing 
failure." 

Translation: Just as you might find it diffi- 
cult to understand Win2000 error messages, 
sometimes Win2000 finds it difficult to under- 
stand the language of the network. When you 
see this error, it means that the OS is having 
trouble interpreting the network protocol 
bindings that tell your computer how to talk 
over the network. Basically, bindings are how 
Windows knows what protocols to use with 
specific network adapters such as your LAN 



102» PC Errors 



Windows 2000 



(local-area network) card. You might see this 
error message after you've installed a new 
network adapter or software that affects your 
network adapter, such as a device driver (soft- 
ware that lets the OS communicate with your 
computer's hardware). 

Solution: Begin by resetting the network 
protocol bindings for your network adapter 
or all of your adapters if you have more than 
one. Double-click the My Computer icon on 
the Desktop and double-click Network And 
Dial-up Connections. Right-click your net- 
work adapter icon and select Properties. A 
new window appears with information about 
the current protocols, services, and network 
clients. Reset the binding information by 
removing the check next to each listed proto- 
col. When finished, click OK to go back to the 
Network And Dial-up Connections window. 

Right-click the network adapter icon again 
and select Properties. Click the empty check- 
boxes next to the protocols that your comput- 
er needs for its network and click OK. If you 
aren't sure which protocols to check, consult 
your system administrator. 

Reboot the machine and you should be 
able to access the network as normal. If you 
still have problems, check the adapter card 
manufacturer's Web site for the latest device 



driver updates and trouble- 
shooting information. 

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Error Message: "The sys- 
tem has detected an IP 
address conflict with 
another system on the 
network. The local inter- 
face has been disabled. 
More details are avail- 
able in the system event 
log. Consult your net- 
work administrator to 
resolve the conflict." 

Translation: Like com- 
puter names, computer IP 
addresses (the numerical 
names assigned to each de- 
vice on the network) must be unique for the 
network to function properly. 

Solution: No IP address can be used twice 
simultaneously, so you will need to change the 
address of your computer or the device that 
it's conflicting with it. Because you're right in 
front of your computer, it's probably easiest to 
change that unless the switch would cause 
other problems with the network scheme. 



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If you need to pick out a new 
IP address, head to the TCP/IP 
(Transmission Control Protocol/ 
Internet Protocol) configuration 
section of the appropriate 
network connection properties 
settings dialog box. 



Most Common Error Message 



Error Message: "Local Area Connection - Network cable unplugged." 

Translation: With Windows 2000, Microsoft attempted to incorporate some new net- 
work troubleshooting tools to help you solve annoying problems a bit 
faster. Of course, one of the most common issues, whether we like to 
admit it or not, is the simple unplugged cord. Win2000 can sense when a 
network cable appears to have suddenly become disengaged and alert 
you with the above error and also a red "X" in the Windows Taskbar. 

Solution: The "Network cable unplugged" message is not always exactly correct, 

but it does let you know that something is amiss. Start your problem- 
solving routine by making sure that your network cable is, in fact, 
plugged into your computer and into the wall socket. You might want to 
try unplugging the cable at both ends and then reattaching it to make 
sure that the connection is sound. Your network adapter card probably 
has a tiny, green LED (light-emitting diode) next to the connector that 
lights up when you have a good connection to your network hub. If this 
link light doesn't turn on, there's something wrong with the cable, the 
network hub, or your network adapter. If no one else connected to your 
hub is having the same problem, your cable and adapter might not be 
working correctly. Try a different cable to rule that out. Also, check to 
make sure that the network adapter is inserted correctly into its mother- 
board slot or PC Card slot. Sometimes they can become loose as peo- 
ple connect and reconnect cables. □ 



Right-click the My Net- 
work Places icon on the 
Desktop and select Prop- 
erties. In the Network And 
Dial-up Connections win- 
dow, double-click the icon 
for the affected network 
connection and select Prop- 
erties. Double-click the 
Internet Protocol (TCP/IP) 
icon to make changes to 
your IP configuration. 

You'll recognize the IP 
address because it is always 
in the form of four numbers 
separated by periods. For 
example, the IP address 
192.168.1.1 is similar to an 
address you might see. If 
you don't know what other 
IP addresses might be available, try increas- 
ing the last number in the existing address by 
one. For instance, in our example you would 
try 192.168.1.2. Then click OK and restart the 
machine for the change to take effect. 

If you get the same error again, try the 
next IP address up. If you have a large net- 
work, this method is probably going to take 
too much time to be useful. Try calling the 
network administrator. 

Error Message: "The device XX: is 
already connected to \\server\resource. 
Do you wish to replace the current con- 
nection with Wserver2\resource2?" 

Translation: Win2000 likes to keep track 
of stuff, and in this case it's noticed that 
you appear to be trying to map a drive letter 
(represented by XX) to a shared network 
resource (identified above as server\resource) 
that's already mapped to another resource 
(server2\resource2). 

Solution: How you decide to solve this 
error is really up to you. If you want to remap 
the drive letter to a different resource, you can. 
Click Yes in the error message dialog box, and 
Win2000 will automatically make the switch. 

If you want to choose a different drive letter, 
click No and pick another drive from the drop- 
down menu. This might be the best choice if 
your network administrator is trying to keep 
a standardized system of drives mapped to 
particular resources. H 

by Alan Phelps 



PC Errors • 103 



Microsoft Office 2003 



Microsoft Office System 2003 



Installation & Startup Errors 



Traditionally, a Microsoft Office 
installation is something like the 
fabled girl with the curl in the mid- 
dle of her forehead: When it works, 
it works very, very well, and when 
it doesn't work, it's horrid. Here are a few of 
the grizzliest error messages you might 
encounter when installing or upgrading Office 
System 2003 and the steps you can take to 
make those messages go away. 

Installation Errors 

Error Message: "Error 1305: Setup Cannot 
read XX. Check your network connection or, if 
you are installing from CD-ROM, be sure that 
the YY CD-ROM is in the drive. Click Retry to 
continue or Cancel to stop the installation/' 

Translation: Your Office 2003 CD-ROM is 
damaged, a program installed on your com- 
puter is conflicting with the Office 2003 setup, 
or there is some sort of trouble with your CD- 
ROM (or DVD-ROM) drive. (In this message, 
XX refers to a file that Setup can't read from 
the Office CD.) 

Solution(s): If you're installing from a CD- 
ROM, attempt the following fixes in the order 
listed below. 

Try a clean boot before installation. A clean 
boot is a Windows startup that loads only the 
most basic programs— and that most likely does 
not load any software that might be conflicting 
with your Office 2003 installation. To set up a 
clean boot, click Start and Run; type msconfig 
and press ENTER. In the System Configuration 
Utility's General tab, click Selective Start-up, 



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Startup Selection 

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When Setup has trouble reading files from your 
Office CD, try a clean reboot and then reattempt 
the Office installation. 

104» PC Errors 



and uncheck Process 
SYSTEM.INI, Process 
WIN.INI, and Load 
Startup Items. Click 
the Services tab; 
check the Hide All 
Microsoft Services 
option and then click 
Disable All. Click OK 
and Restart. Try again 
to install Office 2003. If 
it works, run msconfig 
again; in the General 
tab, select Normal 
Startup so your com- 
puter will resume starting 
normally. 

Make sure your CD-ROM or DVD-ROM 
drive is working correctly. Click Start, right- 
click My Computer, and choose Properties. In 
the System Properties dialog, select the 
Hardware tab and click the Device Manager 
button. In the list of devices, click the plus sign 
(+) next to DVD/CD-ROM drives, right-click 
your drive, and choose Properties. If the device 
is working properly, close out of everything you 
opened. If it isn't, you can try troubleshooting 
the drive by clicking the Troubleshoot button, 
but you'll probably do better to contact the drive 
or computer manufacturer's Web site or techni- 
cal support line. 

Clean your Office 2003 CD-ROM. Wipe the 
unlabeled side of your Office 2003 CD with a 
clean, soft cloth. (NOTE: Don't use paper, or even 
a soft paper towel can scratch a CD.) Next, wash 
and dry the CD using warm water or a CD 
cleaning kit— again, no paper. 

Try to install Office one more time. If you 
still get the error message, it's probably time to 
call Microsoft technical support for help. (In 
most cases, installation support will be free and 
unlimited until you successfully install Office.) 

Error Message: "Error 1307 There is not 
enough disk space to install this file. Free 
some disk space and then click 'Retry', or click 
'Cancel' to exit." or "The highlighted volumes 
do not have enough disk space available for 
the currently selected features." or "Automatic 




Recovery protects your computer if setup fails. 
There is not enough disk space on the drive 
highlighted below to store the Automatic 
Recovery data. This data is temporary and will 
be deleted when setup completes." 

Translation: You don't have enough 
space on your hard drive to install Microsoft 
Office 2003. 

Solution: Free some space. Because pro- 
grams usually take up much more space than 
document or data files, often the fastest way to 
reclaim hard drive space is to uninstall any pro- 
grams you use infrequently or not at all. First, 
click Start, then Programs (or All Programs), 
and select the program folder for any program 
you'd like to delete; if the folder includes an 
Uninstall application, use it to uninstall the pro- 
gram (a program's own uninstall option often 
does the most thorough job of removing the 
program). Repeat this for as many programs as 
you don't need. Next, click Start and choose 
Control Panel. Double-click Add/Remove 
Programs. Find a program you don't need or 
can tolerate removing; select it, click Remove or 
Change/Remove, and follow the instructions to 
remove the program. Repeat this for every pro- 
gram you can afford to remove and then try 
again to install Office 2003. 

Note that once you install Office, you may be 
able to reinstall some of the programs you delet- 
ed since few of them will require the amount of 
free hard drive space that an Office installation 
requires. However, even if you manage to clear 



Microsoft Office 2003 



enough drive space to install Office, consider 
this error message a warning sign. Office and 
your other applications aren't going to run their 
best on a crowded hard drive; what's more, you 
may be only a few giant PowerPoint presenta- 
tions away from a totally stuffed drive. 

Error Message: "Error 1608. Setup could not 
locate a version of Microsoft Office 97, 2000 
or XP on the selected drive. Click OK to stop 
the installation. If you have a version of 
Microsoft Office on CD-ROM, run setup 
again. For more information, see XX under 
'Locating a previous version of Office/ " 

Translation: While trying to upgrade to 
Office 2003 from an earlier version of Office, 
setup has prompted you for a CD-ROM con- 
taining your previous version of Office— but 
after you provided it, you were rewarded 
with this error message. After clicking OK, 
you were rewarded with another error mes- 
sage, "Installation ended prematurely because 
of an error." 

Solution: Restart the Office 2003 setup. 
When the User Information box appears, enter 
your Product Key in the five boxes provided, 
and click OK; in the Product Compliance 
Check CD Key dialog box, click OK, too. You'll 
move to the Product Compliance Check dialog 
box; in the Drive list, click the CD-ROM or 
DVD-ROM drive containing your Office 2003 
CD. Remove the Office 2003 CD from this 
drive and insert: 

• Office XP CD1, if you're upgrading from 
Office XP; 

• Office 97 Small Business Edition CD1, if 
you're upgrading from Office 97 Small 
Business Edition; or 



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Most Annoying (And Seemingly Irrelevant) Error Message 

Error Message: "A Runtime Error has occurred. Do you wish to debug? 
Line: XX Error: YY. n 

Translation: After installing Microsoft Office System 2003, your Office applications 

work fine— but every time you use Internet Explorer to visit a Web site 
you see a message like the one above, prompting you to debug a run- 
time error. (The error occurs in a script contained in the Web page 
you're viewing; XX is the line number of the script where the error 
occurs, and YY\s a description of the error, for example, "null" is null or 
not an object.) 

Solution: You're having this problem because the Microsoft Office 2003 installation 

sometimes enables Internet Explorer's script debugging and then forgets 
to disable it. Unless you enjoy these messages, you don't really need 
Script Debugging, so turn it off yourself. In the Internet Explorer menu 
choose Tools and Internet Options and click the Advanced tab. In the 
Settings list, under Browsing, check Disable Script Debugging and 
uncheck Display A Notification About Every Script Error. Then click OK. 
The messages should disappear. □ 



When you upgrade from an earlier version of 
Office to Office 2003, run applications from the 
All Programs menu the first time, so that 
Windows XP can add the appropriate icons to 
your Most Recently Used programs menu. 



• Office 2000 Small Business Edition CD2, if 
you're upgrading from Office 2000 Small 
Business Edition 

Wait about 30 seconds for the computer to rec- 
ognize the changed CD and then click OK. When 
the End-User License Agreement appears, 
remove the CD for the previous version of Office 
and re-insert the Office 2003 CD. Select I Accept 
The Terms Of The License Agreement (EULA) 
and then click Next. You should be able to follow 
the instructions to complete the installation. 

Error Message: "The MSIEXEC file is 
linked to missing export MSI.DLL:222." 

Translation: Your Microsoft Windows 
installer files, which you need in order to 
install Office 2003 on Windows 2000, have 
been corrupted or damaged. 

Solution: Update the installer files for 
Win2000. Surf to www.microsoft.com/down 
loads/release.asp?releaseid=32832&NewList 
=1, which contains links to the appropriate 
files and instructions for downloading and 
installing them. When you finish, try again to 
install Office 2003. 

Setup Modification Errors 

Error Message: "Office Source Engine error: 
Error 25090. Office Setup encountered a prob- 
lem with the Office Source Engine, system 
error: -2147024703/' 



Translation: The Office Source engine 
(Ose.exe), which gets copied to your hard 
drive during Office installation, and which 
copies additional Office 2003 installation files 
from the CD to your computer when you mod- 
ify your setup, has somehow become damaged 
or corrupted. Without a properly functioning 
Office Source Engine, you can't change any- 
thing about your Office setup. 

Solution: If you're lucky, you'll be able to 
solve the problem by recopying Ose.exe from 
your Office CD. Insert the CD into your 
CD/DVD-ROM drive and use My Computer 
to navigate to the Files \ Setup folder on the 
CD. Right-click Ose.exe and click Copy. Next, 
navigate to the PROGRAM FILESXCOMMON 
FILESXMICROSOFT SHAREDXSource Engine 
folder, click Paste, and then Yes to replace the 
existing file. Cross your fingers and re-attempt 
your setup. If recopying the Ose.exe doesn't 
work, you'll have to uninstall Office, through 
the Windows Control Panel, and then reinstall 
it. (If you upgraded, you'll need to have handy 
the CDs from your previous version.) 

Startup Errors 

Error Message: "The application failed to 
initialize properly (0xc0150002). Click on OK 
to terminate the application." 

Translation: There are two possibilities 
here, both of them a bit convoluted. In the first 
scenario, sometime after installing Office 2003 

PC Errors • 105 



Microsoft Office 2003 



and Windows XP SPla (Service Pack la ) on 
your computer, you either upgraded WinXP 
Home to WinXP Professional, reinstalled 
WinXP, or repaired WinXP. After doing this 
you can't start an Office 2003 application with- 
out getting this error message. The second pos- 
sibility is that, sometime after installing Office 
2003, you installed WinXP SP1 (Service Pack 1) 
and did not restart the computer as prompted 
at the end of the SP1 installation process. (This 
is a common oversight. The Restart Your 
Computer request is often buried under other 
windows and dialog boxes displayed during 
the SP1 installation, and many people miss it.) 
Solutions: In the first case, reinstall WinXP 
SPla. The easiest way to do this is to visit the 
official Windows XP Service Pack la Web page 
at www.microsoft.com/windowsxp/pro 
/downloads/servicepacks/spl/default.asp 
and follow the instructions there. For the sec- 
ond scenario, restart your computer. You 
should be able to restart your Office 2003 appli- 
cations without incident. 

Error Message: "Your installation cannot be 
activated because you have activated up to the 
limit for your Product Key. For details about 
the maximum allowed number of product acti- 
vations, close this wizard and review the End 
User License Agreement, available through the 
Help menu of this application. If you believe 
that you are getting this message in error, click 
Back and choose the telephone option. The 
telephone activation system will provide you 
the opportunity to speak with a support repre- 
sentative about all activation issues/' 

Translation: This happens after you install 
and activate Office 2003 on one computer, and 
then install Office 2003 from the same CD(s) on 
a second computer— even if you uninstall Office 
2003 from the first computer before installing it 
on the second computer. Uninstalling does not 
deactivate the original activation. 

Solution: Call Microsoft's activation 
department at the number displayed on- 
screen. When you reach the automated phone 
menu, press zero (0) and you'll be directed to a 
person who can help you. You'll need to 
attempt a restart of an Office 2003 application 
so that your Activation Wizard is on-screen 
when you call. 

Error Message: "You have not entered a 
valid product key. Please check the number 
located on the sticker on the back of the CD 
case or on your Certificate of Authenticity." 



OneNote Weighs In 



OneNote is Microsoft's note-taking and note management program. As a new (and fairly 
straightforward) application, OneNote error messages are fairly uncommon. Still, you 
might run into one or two, such as the one noted below. 

Error Message: "While verifying the integrity of your section files, OneNote detected a 
problem with the following file: XX.one." 

Translation: You tried to open, optimize, find, or back up a OneNote file (where 

XX.one is the name of that file), but OneNote has determined that the 
file has been damaged or corrupted. 

Solution: For starters, click OK. OneNote's automatic file repair feature restarts 

OneNote, attempts to repair the file, and presents you with a new message: 
"OneNote has repaired the following file: XX.one." However, even though the 
file has been repaired, you may have lost data. Open the file and check it. If 
any data or content is missing, choose Help, Open Backup; in the File list, 
double-click the most recent backup, and then double-click the section that's 
missing data. OneNote opens this section in a new tab. Check the tab; if it 
contains the content you're missing, copy and paste it into the appropriate 
section of your OneNote file. When you're finished, right-click the Backup tab, 
and choose Close to close the backup. If the backup doesn't contain your 
missing information, it's lost for good (unless you can recreate it from memory 
or printouts). □ 



Translation: You purchased a computer 
with Office 2003 preinstalled. Before running 
any of the preinstalled Office applications, you 
installed Office 2003 Professional. You then 
started an Office application and received the 
error message, essentially because your system 
can't decide which Office edition the applica- 
tion belongs to. 

Solution: You need to remove the Office edi- 
tion you don't want— probably the pre-installed 
Office edition— and then reinstall Office 2003 
Professional. Click Start, choose Control Panel, 
and double-click Add Or Remove Programs. 
Select your preinstalled Office edition, click 
Remove, and follow the instructions to remove 
this edition of Office. Next, still in the Add Or 
Remove Programs dialog box, click Add New 
Programs. Click CD or Floppy; when the Install 
Program from Floppy Disk Or CD-ROM dialog 
box appears, put your Office Professional CD in 
your drive and click Next. Follow the instruc- 
tions to install Office Professional, making sure 
to enter the product key from the back of your 
Office Professional CD-ROM case when prompt- 
ed. You shouldn't see the error message again. 

(NOTE: Even if you decide you'd prefer Office 
Standard or Basic, install Office Professional and 
use the Custom install to specify only those Office 
applications you want) 



Error Message: "Please wait while Win- 
dows configures Office XP Pro../' or "This 
action is only valid for products that are cur- 
rently installed/' 

Translation: You installed Microsoft 
Office XP and then moved the Office XP 
shortcuts to a Start menu folder other than 
the All Programs folder, where the Office XP 
installation puts them by default. Then you 
upgraded from Office XP to Office 2003 and 
tried to start one of your new Office 2003 
applications by clicking what seemed to be 
the appropriate shortcuts on your Most 
Recently Used Programs menu (the left sec- 
tion of the Start menu). This occurs because 
the shortcuts in your Most Recently Used 
Programs menu point to your Start menu 
folder, while Office 2003 installed your new 
Office apps in your All Programs folder. 

Solution: Start your Office 2003 programs 
from the All Programs menu. As soon as you 
use them, WinXP will replace the old short- 
cuts on your Most Recently Used Programs 
menu with shortcuts that point to your new 
Office 2003 applications, and you shouldn't 
have the problem again. Qjs] 

by Mark Scapicchio 



106» PC Errors 



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Microsoft Office 2003 



Word 2003 



Diagnose & Correct Microsoft Word Error Messages 




Generally, there are three types of errors 
that you may encounter when using 
Word 2003: 

• Fatal exception errors 

• Nonfatal errors caused by internal conflicts 

• Runtime errors 

All of these error types are caused either by 
problems in the application itself, by conflicts 
between the application and the operating 
system, or by a problem within the document 
that you are working on at the time that the 
error occurs. 

The solutions will vary, depending on the 
cause. Your application may have been 
installed incorrectly, or it may have been dam- 
aged due to an unexpected shutdown or a 
virus infection. The solution in either case may 
be to reinstall the application. You may have 
another application running that has a conflict 
with Word 2003, and therefore you might have 
to reinstall or upgrade that application to get it 
to "play nice" with Word. Sometimes part of a 

108» PC Errors 



document gets damaged and you may need to 
start the document over (although there are 
also techniques that let you reuse most of the 
work you have already done). 

The way to troubleshoot any error is fairly 
uniform. Record the error by writing down 
the error message and its details and follow 
the instructions included as part of the error 
message (if you can) to try to correct the prob- 
lem. Try to remember what you were doing 
when the error occurred. If you didn't capture 
the error message, try to re-create the error so 
that you can generate the same error message. 
Finally, search the Microsoft Knowledge Base 
at www.microsoft.com to see if the error has 
been reported and if there is a standard solu- 
tion. New errors get reported continually to 
Microsoft, and the solutions are often avail- 
able on the Microsoft Web site. If you don't 
see the answer here, you can go to Microsoft's 
Support site (support.microsoft.com) and 
enter the information from the error message 
to get the latest information. 



Methods for correcting an error can range 
from the simple, such as restarting your com- 
puter, to the more complex, such as reinstalling 
your application software. You may also need 
to install an upgraded version of some other 
application software to make it compatible 
with Word 2003. 

Fatal Error Messages 

When Microsoft Word 2003 encounters a 
fatal error, it will display a message similar to 
the following: 

"Microsoft Word 2003 has encountered a 
problem and needs to close. We are sorry for 
the inconvenience. Please tell Microsoft about 
this problem. 

We have created an error report that you 
can send to help us improve Microsoft Word 
2003. We will treat this report as confidential 
and anonymous. To see what this error report 
contains, click here." 

Note that this type of error dialog box in- 
cludes a link that allows you to view the details 
of the error. This list of details is called the error 
signature, and it is where the message usually 
looks the most incomprehensible. In spite of that, 
this is where the experienced user or a technician 
will be able to start diagnosing the problem. The 
details will look something like this: 

This signature says that the Windows Word 
executable file (Winword.exe) had a problem 
executing a module of the code called Mso.dll. 

AppName AppVer ModName ModVer Offset 

Winword.exe 11.0.5207.4 Mso.dll 11.0.5207.5 00842bfc 

The offset further identifies the location of the 
error within the code. For most mortals, this 
appears no more helpful than the error mes- 
sage itself. However, you can use this informa- 
tion to search Microsoft's database of reported 
errors to find out the next steps to take to cor- 
rect the problem, and a support tech can use 
the information to help pin down the problem. 
Let's take a look at some common fatal 
errors and their suggested solutions below. 
Note that in all of these cases, you will have 
already seen the fatal error message (similar to 
that listed above) and then clicked the To See 



Microsoft Office 2003 



What This Error Report Contains, Click Here 
link to view the detailed signature. 

Error Message: (Signature): "Application 
Name: Winword.exe. Application Version: 
11.0.5604.0. Module Name: Mso.dll. Module 
Version: 11.0.5606.0. Offset: 00059890/' 

Translation: This error normally occurs 
when Word 2003 is running in Windows 
98/Me Compatibility Mode. Windows XP's 
Windows Compatibility Mode feature allows 
you run applications created for earlier ver- 
sions of Windows on WinXP. However, Word 
2003 does not work in Windows Compatibility 
Mode for Win98/Me. If you have enabled this 
feature and you're working with a document 
created in an earlier version of Word, you may 
see this error signature after receiving the ini- 
tial fatal error message. 

Solution: The good news is that Word 2003 
will work just fine with documents created in 
earlier versions of Word; there's no need to 
invoke Windows' Compatibility Mode feature. 
Turn off the feature by taking the following 
steps: Click Start, Search, and then select Files 
Or Folders. When the search dialog box opens, 
enter winword.exe in the Search For... field 
and start the search. Once the search is com- 
plete, you should see an icon and file listing 
for the Winword application. Right-click the 
Winword icon and select Properties. Select the 
Compatibility tab at the top of the Properties 
dialog box. Click to clear the check mark in the 
Run This Program In Compatibility Mode For 
box and then click OK. Word 2003 should now 
work with documents created in earlier ver- 
sions of the program. 

Error Message: (Signature): "Application 
Name: Winword.exe. Application Version: 



General | Version Compatibfc. ; U res | Summary | 

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Adjust Word's properties if you're 
having problems with the 
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11.0.5604.0. Module Name: Gdiplus.dll. 
Module Version: 6.0.3260.0. Offset: 00082fld." 

Translation: You may see this signature if 
Microsoft Word 2003 quits unexpectedly when 
you're using another graphics-heavy applica- 
tion at the same time as you're running Word. 
Especially when you use applications with 
heavy reliance on graphics enhancement rou- 
tines such as DirectX and the DCI (Display 
Control Interface), you can get resource con- 
flicts that result in this fatal error. The more 
graphics-intensive programs that you use at 
the same time, the more likely you will end up 
with a resource conflict that will cause this fail- 
ure. Games are usually the most obvious 
cause, but other programs, including Microsoft 
NetMeeting, can also trigger this error. 

Solution: When a graphics-based error 
occurs, you can correct the problem by not 
running the graphics-intensive programs at 
the same time that you are using Word 2003. 
Another alternative is to turn off the graphics 
hardware acceleration on your machine. This 
will slow down your computer's response to 
DirectX and other graphics commands, but it 
will reduce the likelihood of a further fatal 
crash. To do so, click Start and select Control 
Panel. At the Control Panel, select Appearance 
And Themes; then click Display and choose 
the Settings tab. Click Advanced and select 
Troubleshoot. There is a sliding adjustment for 
Hardware Acceleration. Move the slider to the 
third position from the left, and you will see 
this message: 

"Disable all DirectDraw and Direct 3D 
accelerations, as well as all cursor and 
advanced drawing accelerations. Use this set- 



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r hemes Desktop Screen Sc 



er | Appearance Settings | 



jjpl S3Displai) 51 S3GammaPlus H S3lnfo Plus 

General j Adapter ] Monitor Troubleshoot | Color M. 



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If you have a problem with graphics- 
intensive programs conflicting with 
Word, you may need to correct the 
Graphics Display settings. 



ting to correct severe problems with DirectX 
accelerated applications." 

Click OK to complete the adjustment and 
then click OK again on the Display Properties 
dialog box to close it. 

Error Message: (Signature): "Application 
Name: Winword.exe. Application Version: 
11.0.55207.4. Module Name: Mso.dll. Module 
Version: 11.0.5207.5. Offset: 00842bfc." When 
you close the error signature, you may receive 
this error additional message: "The exception 
Illegal Instruction. An attempt was made to 
execute an illegal instruction. (oxcOOOOOld) 
occurred in the application at location 
0x31482bfc." 

Translation: This fatal error message 
may occur if you are using Adobe Acrobat in 
conjunction with Word 2003 to create docu- 
ments or presentations. An incompatibility 
with a file in Adobe Acrobat 5.0.5 is normally 
what causes the problem. 

Solution: You have two options: You can 
buy the upgrade to Adobe Acrobat 6.0.1 or 
else rename the Pdfmaker.dot file to prevent 
access to the file by Word 2003. To rename 
the file, click Start and Search and select 
Files Or Folders. When the search box opens, 
enter pdfmaker.dot in the search field. Once 
the search is complete, you'll see all in- 
stances of the file. Right-click each instance 
of the file and click Rename. You can just 
rename the extension from .DOT to .OLD 
and press ENTER. 

Error Message: (Signature): "Application 
Name: Winword.exe. Application Version: 
11.0.5604.0. Module Name: Winword.exe. 
Module Version: 11.0.5604.0. Offset: 003606fc." 
Translation: This error is caused by 
using OLE (object linking and embedding) to 
place objects (images, charts, spreadsheets, 
etc.) in a Word 2003 document. OLE is the 
process of creating an object in one applica- 
tion and embedding it in another. It is differ- 
ent from merely cutting and pasting because 
the embedded object invokes the original 
program from within the host program. The 
specific problem may occur if you back- 
ground save a Word document containing an 
OLE object. Background saving is the process 
that allows you to keep working on a docu- 
ment while it is being saved to your hard 
drive. You may see this fatal error message 
when saving or printing a document or when 
trying to exit Word 2003 if you have OLE 
objects embedded in your Word document. 

PC Errors • 109 



Microsoft Office 2003 



Solution: Microsoft has issued an update 
to Word 2003 that's available at the Word 
2003 Support Center (support.microsoft.com 
/default. aspx?pr=off2003). Installing that 
update is the best solution to this problem. 
However, if you just want a temporary fix for 
the problem, you can disable the Background 
Save feature in Word 2003 and continue to 
save Word documents with OLE objects 
embedded in them. To turn off this feature 
temporarily, open Word 2003 and select the 
Tools menu. Click Options and select the 
Save tab. Click to remove the check mark 
from the Allow Background Saves box. Click 
OK to close the dialog box and youTl be able 
to save OLE objects in your Word 2003 docu- 
ment. However, keep in mind that until you 
install the Word update, your computer will 
not be able to perform other tasks while you 
are saving documents. 

Error Message: (Signature): "Application 
Name: Winword.exe. Application Version: 
10.0.4009.0. Module Name: winword.exe. 
Module Version: 10.0.4009.0. Offset: 
00144ad3. Word has detected a problem with 
the existing normal.dot. Would you like to 
create a new normal.dot?" 

Translation: Normal.dot is the global 
template that stores the majority of your for- 
mat settings and application-wide macros for 
Word 2003. Template files use a file format 
that is different from a regular document 
file's format. If the Normal.dot template gets 
stored as a Word document (that is, as a DOC 
file), you will get a fatal error with this error 
signature and the usual prompt to report the 
error to Microsoft. 

Solution: After you choose Send Error 
Report or Don't Send from the error message, 
you'll see the additional message. Select Yes to 
delete the incorrect Normal.dot file and 
replace it with a new one having the standard 
format defaults. If you have created a special- 
ized default template file for your documents, 
you will lose all of your customized settings 
and will need to re-create them. 

Nonfatal Errors Caused By 
Internal Conflicts 

Error Message: "The document caused a 
serious error the last time it was opened. 
Would you like to continue opening it?" 

Translation: After the second time you 
try to open a document that causes Word 
2003 to crash for any reason, Word 2003 will 



mark the file as a problem and place the file 
on a list of disabled files. Further attempts to 
open the problem file will result in this mes- 
sage every time you try to open it until you 
correct the problem. 

Solution: If Word 2003 opens properly 
and your other documents do not experi- 
ence these errors, you may have a corrupted 
paragraph marker in your document. Doc- 
uments in Word 2003 store their paragraph 
formatting in the paragraph marker at the 
end of each paragraph and the formatting 
for the whole document in the final para- 
graph marker in the document. You can see 
the paragraph markers by clicking the para- 
graph icon (|) on your toolbar. Look for a 
paragraph that has strange formatting or 
fonts, remove the marker from the end of 
that paragraph, and save the file. If one 
paragraph does not stand out, try removing 
the final paragraph marker from the docu- 
ment. Once you think you have resolved the 
original problem, you can remove the docu- 
ment from the disabled files list and try 
restarting. Find your disabled files by click- 
ing Help and then About Microsoft Office 
Word. Click the Disabled Items box and you 
will see a list of those items. To remove a 
file from the list, select the item with your 
cursor and click Enable. If you have previ- 
ously solved the root problem, you will be 
able to open the file. 

Error Message: "Microsoft Word cannot 
install the necessary files due to Windows 
Installer Error 1605/' 

Translation: If you have a problem with 
the Word Startup folder, Word may fail to 
open when you try to start it and you will see 
this error message. The Startup folder is the 
location where the Word 2003 application 
stores templates containing add-ins and 
macros that you create. These templates start 
automatically when you start Word. 

Solution: To resolve the problem, you need 
to find out which template is the source of the 
problem and delete it from your Word 2003 
Startup folder. 

The Startup folder is a hidden folder, so 
first you need to make it visible by opening 
Windows Explorer, clicking the Tools menu, 
and selecting Folder Options. Click the View 
tab; from the list that appears, select Show 
Hidden Files And Folders. Click OK and you 
will return to the main Windows Explorer 
page. On the left-side pane, click My 
Computer and then select the drive where 



Word is installed (usually drive C:). Click 
Documents And Settings, Owner (or the 
name of the person to whom the software is 
registered), Application Data, and Word. 
Under Word, you will see a folder marked 
Startup. (NOTE: It's possible that your Word 
folder may be located elsewhere, depending on 
where you installed the application.) Click to 
open it and youTl see a list of all templates 
in the folder. Make a new folder by clicking 
File, New, and Folder. Name the folder 
Temp Startup. 

Select the first template listed in the Startup 
folder and either drag and drop it into the 
Temp Startup folder or highlight the item with 
your mouse and select the Edit menu and the 
Move To Folder option. Once the file is out of 
the Startup folder, try to start Word 2003. If it 
starts, you have removed the culprit. If Word 
doesn't start, repeat the process until you find 
the offending template file. Once you have 
located the problem file, move all the other 
files back to Startup and delete the Temp 
Startup folder. 

Error Message: "The command cannot be 
performed because a dialog box is open. 
Click OK and then close any open dialog 
boxes to continue/' 

Translation: When you are in Windows 
Explorer and you double-click a Word 2003 
document to open it, you may receive this 
error message if your Word Startup folder has 
a template containing an autoexec macro that 
opens a dialog box. 

Solution: To resolve this error, you can 
start the document directly from Word, which 
will avoid any conflict among the dialog box, 
Windows Explorer, and Word. You can also 
follow the procedure for the previous solution 
to locate and delete the template that causes 
the problem. 

Error Message: "The margins of section 
<n> are set outside the printable area of the 
page. Do you want to continue?" 

Translation: If part of your document 
has wider than normal margins, you may get 
this error message when you try to print 
your document. Choosing Yes will cause 
your document to print, although some parts 
of the document may not appear on the 
page. If you click No, the document will not 
be printed. This error occurs because print- 
ers are unable to print all the way to the 
edge of a page, and you have your margins 
set beyond the printer's range. 



110 • PC Errors 



Microsoft Office 2003 



Solution: You can reset the margins by 
making a note of the section indicated in the 
error message and then selecting the Edit 
menu and clicking Go To. When you see the 
Go To What box, click Section. Enter the sec- 
tion number in the Section Number field and 
click Go To and then Close. Now select File 
and Page Setup. Click the Margins tab and 
then OK. YouTl see a dialog box with this mes- 
sage: "One or more margins are set outside the 
printable area of the page. Choose the Fix but- 
ton to have Word set the page margins within 
the appropriate range." Select the Fix button to 
increase the margin in the unprintable area to 
the minimum setting for the selection. 



^ 



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Word will attempt to adjust your document's 
margins if you have them set beyond what your 
printer can handle. 

You can also just choose to print the docu- 
ment as is, but youTl probably find that parts 
of the document will be cut off. 



Runtime Errors 

Error Message: "There is not enough 
memory or disk space to complete the oper- 
ation/' Or "There is insufficient memory or 
disk space. Close extra windows and save 
your work/' Or "Word cannot complete the 
save due to a file permission error/' Or 
"This program has performed an illegal 
operation and will be shut down. If this 
problem persists, contact the program 
vendor/' 

Translation: This error will occur when 
you are trying to save a Word 2003 file and 
the application stops responding if the page 
file (the section of hard drive that Windows 
uses as virtual memory) has gotten too large. 

In extreme cases the page file can fill up 
most of the available space on your hard 
drive. This can also occur if you are running 
certain antivirus software versions or if you 



Most Frustrating Error Message 



Almost by definition, all error messages are frustrating. This one's especially irritating, 
though, because you obviously knew (and may even have written down) the password 
at one point but have now forgotten (or lost) it. 

Error Message: "The Password Is Incorrect. Word Cannot Open the Document." 



Translation: 



Solution: 



If you have chosen to place password protection on your Word 2003 
documents, you will receive one of these error messages if you enter an 
incorrect password when you try to open the document. You can protect 
your Word 2003 document with a password by selecting Options from 
the Tools menu. Select the Security tab, and you can require a password 
to open the document or to change the document. The password can be 
any combination of letters, numbers, punctuation marks, or spaces up to 
15 characters. Passwords are case sensitive, so make sure your CAPS 
LOCK key has not been activated. 

If you receive this error, retry the password, making sure you have 
repeated the correct sequence of characters. Remember to enter the 
password using the same uppercase and lowercase characters you 
used originally. Unfortunately, if you do not supply the correct password, 
you cannot reopen the document unless you wish to resort to a third-party 
password-cracking utility. □ 





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.:.'"■.:■ . .■■/.■■■■ 
(C:\. . ^Password documents. doc) 

Show Help » | 










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If you used password protection on 
your document, be sure that you 
remember the password or you won't 
be able to access your document. 



are trying to save your document to a floppy 
diskette or CD that is already full. 

Solution: Depending on the cause, you 
can take several approaches to solving this 
problem. You can add more hard drive 
space by replacing your drive with a larger 
one or you can add an additional (internal 
or external) drive. But try the simple solu- 
tion first: Close any open files or programs 
that you don't need and restart your com- 
puter to release the page file. If you are run- 
ning antivirus software, try disabling the 
program temporarily. If that solves the 
problem, you should contact the antivirus 
software's publisher to see if there is an 
update or a workaround. 

You should also consider deleting files or 
programs that you don't need by running 
Disk Cleanup. To do so, click Start and select 
Programs, Accessories, System Tools, and 
Disk Cleanup. You'll see a dialog box labeled 



Select Drive that lets you select the drive you 
want to clean up (usually G). Select the drive 
and click OK. When you see the next Disk 
Cleanup tab, click to select the files that you 
want to remove and click OK. This will 
remove the files from your drive and free up 
space for your other files. 

Finally, another option is to run a file com- 
pression utility to free up some space on your 
hard drive. 

Note that, in the case of the "file permis- 
sion" error cited above, your problem may in 
fact be that you're attempting to write to a file 
without permission to do so. This can occur, 
for example, in a network situation when you 
have permission to open and look at a file but 
not to delete it or change its contents. In a 
case like that, you'll need to contact the net- 
work administrator. H 

by Bert Nixon 



PC Errors • 111 



Microsoft Office 2003 



Excel 2003 

Diagnose & Correct Excel Errors 



Excel.exe 




Application Name Application Version Module Name Module Version Offset 



11.0.5612.0 



Mso.dll 11.0.5606.0 00059890 



Excel 2003, like all Microsoft Office 
applications, has its fair share of cryp- 
tic error messages. Understanding how 
the messages are designed and what they 
mean can help you recover from a problem 
and get back to using your computer the way 
you want to. 

There are three basic categories of errors in 
Excel: 

• Fatal errors that cause your computer to 
stop working and require you to restart 
your system to begin correcting the prob- 
lem. Usually you'll lose any unsaved data 
that you were working on when a fatal 
error strikes. Fatal errors in Excel 2003 are 
most often caused by an incompatibility 
with an application external to Excel. 

• Nonfatal errors that are caused by interac- 
tions with other applications. 

• Nonfatal errors that are the result of an 
internal setting within Excel 2003. The user 
has the greatest amount of control over pre- 
venting these errors and correcting them 
easily and quickly. 

112 • PC Errors 



Fatal Error Messages 

When Microsoft Excel 2003 encounters a 
fatal error, it will display an error message 
similar to the following: "Microsoft Excel 2003 
has encountered a problem and needs to close. 
We are sorry for the inconvenience. Please tell 
Microsoft about this problem. We have created 
an error report that you can send to help us 
improve Microsoft Excel 2003. We will treat 
this report as confidential and anonymous. To 
see what this error report contains, click here/' 

Any time you see this error-reporting dialog 
box, you have encountered a fatal error. You 
may choose to report the error or not; regard- 
less of whether you report it, you can usually 
get more detail on the error by clicking the 
Details link. Doing so will display the error 
signature, a listing of specific details about the 
error. Although it looks cryptic to most of us, 
the error signature contains more detailed 
information about the error, and an experi- 
enced user or technician can use this to start 
diagnosing the problem. The details of the sig- 
nature will look something like this: 



This signature says that Excel.exe, the Excel 
executable file, had a problem executing a 
module of the code called Mso.dll. The Offset 
further identifies the location of the error 
within the code. Although this sort of mes- 
sage doesn't make much sense to most of us, 
you can use this information to search 
Microsoft's database of reported errors to find 
out the next steps to take to correct the prob- 
lem, and a support technician can use it to 
help pin down the problem. 

Here are some fatal errors common to 
Excel. (Some of these errors may also be com- 
mon to other applications in the Microsoft 
Office suite.) (NOTE: In the examples below, the 
assumption is that you've already seen the initial 
message and have clicked the Details link to view 
the detailed error signature.) 

Error Message (Signature): "AppName: 
WinExcel.exe. AppVer: 11.0.5207.4. Mod- 
Name: Mso.dll. ModVer: 11.0.5207.5. Offset: 
00842bfc." After closing the error signature, 
you will see this additional error mes- 
sage: "The exception Illegal Instruction. 
An attempt was made to execute an illegal 
instruction. (oxcOOOOOld) occurred in the 
application at location 0x31482bfc." 

Translation: You may encounter this 
message if you're using Adobe Acrobat in 
conjunction with Excel 2003 to create docu- 
ments and presentations. It's caused by an 
incompatibility with a file in Adobe Acrobat 
5.0.5 called Pdfmaker.dot. When Excel 
attempts to access the file, it can't process 
the instructions correctly, which causes the 
fatal error. 

Solution: There are two ways to correct 
this problem: Either buy and install the 
upgrade to Adobe Acrobat 6.0 or rename the 
Pdfmaker.dot file to prevent access to the 
file by Excel 2003. If you don't want to buy 
the Adobe upgrade, you can prevent Excel 
from accessing the incompatible file by 
renaming it. To rename the file, click Start, 



Microsoft Office 2003 



Search, and select Files Or Folders. When 
the search dialog opens, enter pdfmaker.dot 
in the Search For Files Or Folders Named 
field and begin the search. Once the search 
is completed, you will see all instances of 
the file. Right-click each instance of the file 
and click Rename. You can just rename the 
extension from .dot to .old (or another name 
of your choosing) and press ENTER. 

Error Message (Signature): "AppName: 
excel.exe. AppVer: 11.0.5612.0. ModName: 
gdiplus.dll. ModVer: 6.0.3260.0. Offset: 
00082fl5." 

Translation: You may see this error 
signature if Microsoft Excel 2003 quits unex- 
pectedly when you're using another graph- 
ics-intensive application at the same time. If 
Excel is running graphics routines that com- 
pete with other programs for access to the 
computer's display buffer (the portion of 
memory that controls the flow of graphics 
and video images across your computer 
screen), your application may stop working 
properly. Especially when using applications 
with heavy reliance on graphics enhance- 
ment routines such as DirectX and DCI 
(Display Control Interface), your programs 
may experience resource conflicts that create 
this fatal error. The more graphics-intensive 
programs that you use at the same time, the 
higher the probability that you will cause a 
resource conflict that will result in this fail- 
ure. Games are usually the most obvious 
cause of this problem, but other programs, 
including Microsoft NetMeeting, can also 
trigger it. 

Solution: When a graphics-based error 
occurs, you can usually correct the problem 
by not running another graphics-intensive 
program at the same time that you are using 
Excel 2003. Another alternative is to turn off 
the graphics hardware acceleration on your 
machine. This action will slow down your 
computer's response to DirectX and other 
graphics commands, but it will also reduce 
the likelihood of a fatal crash. To turn the 
graphics hardware acceleration off in 
Windows XP, click Start and select Control 
Panel. From within the Control Panel, select 
Appearance And Themes, then click Display, 
and choose the Settings tab. Click Advanced 
and then select Troubleshoot. Move the 
Hardware Acceleration slider to the third 
position from the left, and you will see this 
message: "Disable all DirectDraw and Direct 
3D accelerations, as well as all cursor and 



advanced drawing accelerations. Use this set- 
ting to correct severe problems with DirectX 
accelerated applications." Click OK to com- 
plete the adjustment and then click OK again 
on the Display Properties dialog box to close 
it. This should eliminate the conflict that 
causes this error. 

Nonfatal Errors Caused By 

Interactions With Other 

Applications 

These errors are often caused by an incom- 
patibility between Excel 2003 and an earlier 
version of the application or by incompatibility 
with another application running at the same 
time as Excel. 

Error Message: "Errors were detected in file 
natne.xls, but Microsoft Excel was able to 
open the file by making the repairs listed 
below. Save the file to make these repairs 
permanent." This error message may be fol- 
lowed by another error message after you 
attempt to save the file: "Damage to the file 
was so extensive that repairs were not possi- 
ble. Excel attempted to recover your formulas 
and values, but some data may have been lost 
or corrupted." 

Translation: This error sometimes occurs 
when you try to open a file in Excel 2003 that 
has been previously saved in an earlier version 
of Excel. The workbook may be damaged or 
corrupted, and you will experience this error 
even though the Excel file opens without any 
problem in your earlier version of Excel. 

Solution: If you have the earlier version of 
Excel available, install it on the computer 
where you have Excel 2003 installed. Open the 
original file, copy the file, and paste it into an 
open Excel 2003 workbook. You should now 
be able to save the file in Excel 2003. 

Error Message: "Unable to read file." 

Translation: This is an error that often 
occurs when you try to open an Excel 2003 file 
that contains links to other Excel spreadsheets 
that have been generated by exporting a 
Microsoft Access report to Excel 2003. 

Solution: You can usually get your files to 
open properly if you first open the subsidiary 
linked Excel workbooks before you open the 
workbook that contains the links from the 
Access files. 

Error Messages: "This workbook contains 
one or more Microsoft Excel 4.0 macros. These 
macros may contain viruses or other harmful 



code. These macros will be disabled." Or, 
"This workbook contains one or more 
Microsoft Excel 4.0 macros. These macros may 
contain viruses or other harmful code. Open 
this workbook only if you trust the source. Do 
you want to enable these macros?" 

Translation: This error occurs when 
your workbook contains macros assigned to 
Microsoft Excel 4.0. Macros are predefined 
commands that cause a series of specific 
steps to be executed automatically within a 
program such as Excel 2003 when a work- 
book is opened. Because these commands 
sometimes contain malicious code when you 
receive them from outside sources, Excel 
2003 has several macro-related security set- 
tings designed to detect macros in new 
workbooks and to alert the user to their pres- 
ence. This gives you the opportunity to 
decide if you want to trust the macro and 
proceed, verify the source of the file, or 
delete the macro before opening the work- 
book. If your Macro Security Level is set to 
High, you will see the first error message. If 
your setting is Medium, you will see the sec- 
ond message. If your security level is set to 
Low (not recommended), you will not see 
the message. View your macro security lev- 
els by opening the Tools menu at the top of 
the worksheet and then selecting Macro and 
Security. You have the option of modifying 
your settings at this point. 

Solution: When you get this message and 
you believe you want to open the workbook, 
you may choose to remove the macro from 
the workbook. Remove the macro or macros 
by selecting the Insert menu, selecting 
Name, and clicking Define. You should see 
names associated with the macros. Select the 
name and click Delete. Repeat these steps for 
each name in the workbook. When you're 
finished deleting the macros, click OK, select 
the File menu and Save As, and save the file 
under a different name. 

Nonfatal Errors Resulting From 

An Internal Setting Within Excel 

2003 

By far, these are the most common types 
of errors you will encounter in Excel 2003. 
Luckily, they're also usually the simplest 
errors to correct, once you understand the 
cause of the problem. 

Error Message: "The document caused a 
serious error the last time it was opened. 
Would you like to continue opening it?" 



PC Errors • 113 



Microsoft Office 2003 



Translation: After the second time you try 
to open a document that causes Excel 2003 to 
crash for any reason, Excel 2003 will mark the 
file as a problem and place the file on a list of 
disabled files. Further attempts to open the file 
will result in this message. 

Solution: You need to remove the file from 
the Disabled Files list, but not until you've 
found and corrected the cause of the problem. 
Find your disabled files by clicking Help and 
then About Microsoft Office Excel. Click the 
Disabled Items box, and you'll see a list. To 



ir 

•:■:.: : •. :;:■,■•,■.., : ■': : ::;.:;..-.;; V; :jv . : .. 

Excel from functioning correctly. 

. >■;; -A -- 

to take place. 

>:.'::: :•:;■,- ■■■■?■-.'■?■. : .,:• b 



J 



J 



Locate your disabled files in Excel 
2003 by selecting Help and then 
clicking About Microsoft Office Excel 
2003. The Disabled Files tab lets you 
see and enable disabled files once 
you have corrected any errors. 

remove a file from the list, select the item and 
click Enable. If you have previously solved the 
problem, you should now be able to open the 
file normally. 

Error Message: "Microsoft Excel cannot 
find the data you're searching for. Check your 
search options, location, and formatting/' 

Translation: If you are using the Data 
Filter command in Microsoft Excel 2003, you 
may receive this error message when you 
use the Find utility to locate text, values, or 
other data in your filtered list. If your data 
filtering parameters exclude the data or text 
that you are looking for so that it is not dis- 
played, the Search utility will not be able to 
find the data. 

Solution: You can solve this problem by 
setting the filter criteria to Show All on each 
worksheet in your workbook before you per- 
form the search. You set the filter in the Excel 
worksheet by clicking Data on the menu bar at 
the top of the screen and then selecting Filter 
and Show All. Do this for each worksheet that 
you want to search. 

Error Message: "Cannot delete file name. 
This file is in use by the following program: 
Microsoft Excel. You must close the file 
before proceeding." 

114 • PC Errors 



Translation: There are several locations 
within Windows from which you can delete a 
file. Among these are the dialog boxes for the 
Open and Save As functions in Excel 2003, as 
well as in Windows Explorer. When you try 
to delete an Excel 2003 file from any of these 
locations, you will see this error if the file 
you are trying to delete is already open else- 
where on your computer. When Excel opens 
a file, the file cannot be deleted and can be 
opened again only as a read-only file. If you 
are working in a networked environment 
where multiple people might have access to 
files, someone else may have the file open 
and locked. 

Solution: Because you can't delete an 
open, locked file, you need to locate the open 
version of the file and close it. In a networked 
environment, it is also common for the net- 
work administrator to restrict the right to 
delete a file. If that is the case, you should 
contact your network administrator to give 
you the appropriate level of permission to 
delete the file. 

Error Message: "Cannot find the file file 
name.xls (or one of its components). 
Make sure the path and file name are cor- 
rect and that all required libraries are 
available." 



m^ 


?3 

Open: 




. ■: : ' 


a program, folder, 
and Windows will 


document, or 
open it for you 




\msm 








H 












I 


OK 


Cancel 


Browse 


... | 











Reassociate Excel 2003 files, if 
necessary, by forcing the program 
to rewrite its Registry keys. 

Translation: When you attempt to open 
Microsoft Excel files from an object embedded 
in an application other than Excel 2003, you 
may receive this error message if Excel is not 
properly configured in the Registry. 

Solution: You will need to "register" your 
copy of Excel by forcing it to rewrite its Registry 
keys. This will also cause Excel to reassociate all 
of its files and workbooks. 
(NOTE: This procedure is not 



Run. In the Run field, enter excel /unregserver 

and click OK. Repeat the Start and Run steps, 
but this time type excel /regserver and click OK. 
Start Excel; after it runs, quit the program and 
restart your computer. (Note the space after 
"excel" and before the slash.) 

Error Message: "This operation is attempt- 
ing to change a filtered range on your work- 
sheet and cannot be completed. To complete 
this operation, the AutoFilter feature in the 
worksheet needs to be modified." 

Translation: You will receive this error 
message when you try to create a list from a 
filtered range of cells in Excel 2003 if the last 
row of your selected range of cells does not 
appear in the filtered range. For instance, let's 
say you're working with a spreadsheet 
range that includes rows 1 through 31 on 
your spreadsheet, but your currently active 
filtering includes the data only through row 
28. AutoFilter will prevent you from seeing 
the data in the last three rows of the range, 
and you will get the error. 

Solution: You can work around this prob- 
lem by including the first blank row under the 
filtered range when you specify the range for 
your list. This way you'll be sure that all the 
data is considered in the list. 

Error Message: "Some of the cells you are 
trying to change are password protected, but 
no one password will allow access to all of 
the cells. Click OK, and then try editing one 
cell at a time." 

Translation: If you have password protec- 
tion on a range of cells in your Excel 2003 
worksheet, you'll receive this message if you 
try to edit more than one protected cell at the 
same time, for instance, by trying to copy the 
contents of a range of cells into a protected 
range of cells. 

Solution: As long as you have the cor- 
rect passwords, you can solve this problem 
by double-clicking any single cell in the 
range you want to edit. Excel will prompt 
you for the password. Enter the password 
and click OK. This will remove the range 
protection for all the cells in your target 



the same thing as registering the 
application software with the 
manufacturer.) To register 
Excel, first quit Excel and any 
other programs that you are 
running. Click Start and select 



*] 



A 



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Opening password-protected cells in an Excel 2003 worksheet may 
require some extra steps. 



Microsoft Office 2003 



range that are protected by that password. 
Note that the error message is not really 
accurate. It implies that you'll need multiple 
passwords to unlock all of the cells. In fact, 
one password actually will allow access to 
all the cells in the range if you enter it that 
one time. 

Error Message: "Microsoft Excel cannot 
find a match/' 

Translation: When you are trying to use 
the Replace functions in Excel 2003, you may 
see this error message even though the text 
you are trying to replace does exist in the work- 
sheet. The problem may occur when the active 
cell in your worksheet doesn't have the match 
and you have also not followed the correct (if 
somwhat confusing) sequence of steps before 
you select Replace in the Find And Replace 
dialog box. 

Solution: There are three different ways 
to make this function work properly. First, 
you can use the Replace All command by 
choosing the Edit menu and clicking Replace. 
A dialog box with the Find What field will 
display on your screen. Type the text you 
want to replace in the Find What field (for 
example, thier) and the substitution text (for 
example, their) in the Replace With field. 
Click Replace All, and all instances of the 
original text will be replaced in your 
worksheet. You can automatically find all 
instances of your text and replace them 
selectively by following the same steps as 
above except that you'll need to click Find 
Next after you have landed on an instance of 
the text that you don't want to change. 
Clicking Find Next will take you to the next 
instance, and you can continue through the 
worksheet until you have seen (and chosen 
whether to correct) every instance. Click 
Replace when you want to change the text, 
and Excel will make your changes and auto- 
matically take you to the next instance. 

Error Message: "Cannot find the file path 
(or one of its components). Make sure the 
path and filename are correct and that all 
required libraries are available/' Generally 
this message appears when Excel opens with- 
out displaying a workbook. 

Translation: This problem can be caused 
when the Ignore Other Applications setting is 
active in Excel 2003. You may see this error 
message when you double-click an Excel 2003 
workbook to open it from Windows Explorer. 
Excel may actually open, but the selected file 



Most Frustrating Excel Error Message 



Although it may not be obvious, there are times when one cannot merge cells unless the 
cells are of the same size. At first glance, it may not be apparent why the cells' size 
should matter, but there are cases when it does, especially when attempting to sort the cells. 

Error Message: "This operation requires the merged cells to be identically sized." 



Translation: 



Solution: 



This error can occur for a number of reasons. Excel users often merge 
cells when one piece of information pertains to several subheadings, 
such as in a daily schedule. Excel 2003 requires all the cells in a range 
to be the same size, and it won't execute a Sort command if the cells are 
different sizes. If you try to sort a range of cells in an Excel 2003 spread- 
sheet and some of the cells in the range are merged cells and some 
aren't or if all of the cells are merged but are of different sizes, you will 
see this error. The error can also occur when you try to use the Paste 
Special command in Excel 2003 if you are copying merged cells and 
pasting them as Values Only within the same worksheet. 

If you encounter this error, you need to make sure that each cell in the 
range you are working with has the same number of rows and columns 
as the other cells in the range. Either merge the cells that are not 
merged or split all the cells into their original sizes by first highlighting 
the range of cells you want to change and then selecting the Format 
menu at the top of the worksheet. Select Cells and click the Alignment 
tab. Under the heading Text Control in the dialog box, there is an option 
to Merge Cells. Click to place a check mark in this box to merge the cells 
or remove the check mark to split the cells that you have highlighted. As 
long as the cells are now equally sized, you'll be able to complete the 
operations on the range you have selected. □ 



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ifcically sized. 








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Cells must be the same size in Excel 
2003 in order to sort properly. 



does not. If you already have Excel 2003 open, 
another instance of the program may start up. 
This occurs because Windows Explorer opens 
documents in all applications using DDE 
(dynamic data exchange) messages to send 
instructions to the source application (Excel, in 
this case), telling the program to open and then 
open the file that you selected. If the setting for 
Ignore Other Applications is active in any of 
your workbooks, Excel 2003 will ignore the 
DDE messages from Windows Explorer, and 
none of your workbooks will open when you 
attempt to invoke them by double-clicking the 
file icons. (Note that this does not affect open- 
ing files from within Excel itself. Having the 
Ignore Other Applications setting active does 



not preclude opening worksheet files from 
within Excel.) 

Solution:To verify that the Ignore Other 
Applications setting is the cause of the prob- 
lem and to correct it, select the Tools menu at 
the top of your worksheet and click Options. 
Select the General tab on the dialog box that 
displays on your screen. Find the checkbox 
next to Ignore Other Applications and click to 
clear it. Click OK and close the dialog box. You 
should now be able to open your Excel work- 
books by selecting and double-clicking them 
from within Windows Explorer, gs] 

by Bert Nixon 



PC Errors • 115 



Microsoft Office 2003 



PowerPoint 2003 



Work The Bugs Out Of Your Presentations 



Office 2003 errors are bad in general, but 
PowerPoint 2003 errors are particularly 
painful. Because this is presentation 
software, errors often occur in front of an audi- 
ence or while users are putting the finishing 
touches on that important slideshow that is due 
immediately. The good news is that many of the 
most common PowerPoint 2003 error messages 
are relatively simple to decipher, if not to fix. 

Office 2003 only works on Windows 2000 
and Windows XP, so all of the instructions 
provided in this article apply only to those 
operating systems. 

Opening & Playing Files 

Error Message: "PowerPoint can't read 
XX.ppt." 

Translation: You've tried to open a .PPT file 
with the path and name listed in XX. The path is 
the list of folders that leads to the folder where 
the file is stored. For example, the path C:\POW- 
ERPOINTXBUSINESS means the file is stored in 
the Business folder, which is in the PowerPoint 
folder, which is on the C: drive. When this error 
message appears, it means PowerPoint found the 
listed file but can't open it for viewing or editing. 

Solution: This error message is one of the 
worst you can encounter because it means your 
.PPT file is damaged. In most cases there is no 
way to open a damaged file, but Microsoft sug- 
gests trying to open the file in PowerPoint 2000 



■ ;;;,• ' , , . 



Registered file types: 



is'PPA 
jPPJ 



<3]PPT 
' PPTH... 
; PPTM... 



Adobe Premiere Project 

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:•"::.: ::.-.ty':. r ':;-- j;:-'i,'p; ; iTvi. J::;::.';.fr:'.;r:i 
PPTMHTMLFile 



[ New ~| 






Opens with: lint | Change... 



....'. . . ■ ■ ■■ 

' .. ' : . . . : . ,.■ : 



Sometimes you have to reconfigure 
Windows to associate .PPT files 
with PowerPoint. 



\ 



\ 



or earlier if possible. These 
older versions of the soft- 
ware are not as strict as 
PowerPoint 2003 when 
it comes to reading 
damaged files, so 
there's a slight 
change they will 
be able to open 
it. Unfortunately, 
opening a damaged 
file can cause instability 
in PowerPoint and possibly 
even in Windows, so save all 
open files and documents 
and shut down all other pro- 1 
grams before attempting this | 
trick and prepare for a crash. 

Error Messages: "PowerPoint can't read 
XX." Or "PowerPoint can't open XX because 
part of file is missing." Or "PowerPoint can't 
open the type of file represented by XX." 




Translation: Didn't we just cover this? Not 
entirely. The three error messages above some- 
times appear when users open a PowerPoint file 
containing OfficeArt shapes created in previous 



Most Common Error Message 



Error Message: "Microsoft PowerPoint has encountered a problem and needs to close. 
We are sorry for the inconvenience." 

Translation: PowerPoint 2003 is more stable than previous releases, but this error mes- 

sage indicates that a dreaded program crash has occurred. Hope you 
saved your work before it was triggered! 

Solution: Usually there is nothing that you can do about this error message except 

to try not to reproduce it the next time PowerPoint is launched. If the error 
appears when you use Adobe Acrobat within PowerPoint, there is a more 
tangible solution. Reboot the computer if necessary and, in Windows 2000, 
click Start, expand Search, and click For Files And Folders. In Windows XP 
click Start, click Search, and click All Files And Folders. Type pdfmaker.ppa 
in the text field and click Search Now (Search in WinXP). If any hits appear 
in the right pane, right-click them, click Rename, and give them a different 
name, such as Pdfmaker.bad. Then visit the Adobe Reader download page 
at www.adobe.com/products/acrobat/readstep2.html and use the provided 
drop-down menus to download and install the latest version of the Adobe 
Reader software, which should fix this problem within PowerPoint and other 
Office applications. It's a 15.9MB download, so dial-up modem users should 
prepare for a relatively long download session. □ 



116 • PC Errors 



Microsoft Office 2003 



versions of Microsoft Office. PowerPoint 2003 
uses a more complicated version of OfficeArt 
and messes with the previously created shapes, 
possibly causing file corruption even though the 
original document was not corrupted. 

Solution: Microsoft offers a downloadable 
Critical Update that fixes this problem. Install 
it and all other available patches by visiting the 
Office Update Web site at office. microsoft 
.com/OfficeUpdate/default.aspx and clicking 
Check For Updates. If a Security Warning box 
appears asking if you want to install and run 
Office Update Installation Engine click Yes, 
wait for the program to install, and make sure 
Office 2003 Critical Update is selected in the 
list that appears. Click Start Installation to 
apply the patch. 









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. . ■ ■ . :■ . : ' ■:.:-.:-:: 

PCA 

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[ Yes ] No ] [ More Info ] 









Install the Office Update Installation 
Engine if prompted to keep PowerPoint 
as up-to-date as possible. 

Error Message: "The file you are attempt- 
ing to play has an extension that does not 
match the file format. Playing the file may 
result in unexpected behavior/' 

Translation: Extensions are the three-char- 
acter (sometimes four-character) abbreviations 
appended to files so that Windows can differen- 
tiate among file types. They are always pre- 
ceded by a period. For example, the extension 
.TXT means the associate file is a text document, 
and .PPT denotes a PowerPoint file. When this 
message appears, PowerPoint is saying that the 
extension for an embedded movie is invalid. 

Solution: This error usually appears when a 
movie file with the extension .MOV, denoting an 
Apple QuickTime movie, is embedded in the 
PowerPoint 2003 presentation. The only way 
around this error is to convert the .MOV file to a 
video format that PowerPoint 2003 can handle, 
such as .AVI (Audio Video Interleave), .MPG 
(Moving Picture Experts Group), or .WMV 
(Windows Media Video). Windows doesn't 
come with tools to do this, but several third- 
party solutions are available. If you created the 
video yourself, see if your editing package has 
the capability to save the file in a compatible 



Most Confusing Error Message 



Error Message: "There is insufficient memory. Save the document now." 

Translation: This message perplexes novices because it seems to contradict itself— if 

the computer is out of memory, how can you save the document? In 
reality this highlights the difference between the computer's physical 
RAM, which is used to run programs and store files that you open for 
editing, and the computer's storage devices (such as hard drives, where 
it permanently stores data that you save). 

Solution: Do as the message says and save the open file immediately so it is 

stored on your computer's hard drive or another storage device. To con- 
tinue working, try shutting down as many programs as possible that are 
running in the background, as they consume RAM that could be allocat- 
ed to the file you are working on. If that is impossible, and the file you're 
editing is simply too large to fit within your computer's RAM, consider 
adding more memory by adding extra RAM chips or replacing existing 
modules with higher-capacity ones. Contact your PC's manufacturer or 
read the documentation that came with the system to determine what 
type of memory it requires, as numerous varieties are available. □ 



format. If the video was obtained elsewhere, 
consider purchasing Apple's QuickTime Pro 
($29.99; www.apple.com/quicktime), which is 
the software most commonly used to create 
.MOV files. Use the software to load the file, 
expand the File menu, click Export, and select 
the format you want to convert to using the pop- 
up window that appears. Be sure to read the 
documentation that comes with the software, as 
several advanced options are available during 
the conversion that impact video quality. 

Error Messages: "The file XX is not avail- 
able." Or "The file XX is unavailable." Or 
"User does not have access privileges." 

Translation: Sometimes these messages 
appear because files get moved, are damaged, 
or are inaccessible because system administra- 
tors have not given you the right to access 
them. If none of these possibilities apply to 
your situation and these error messages 
appear, there likely is a problem with the 
antivirus software installed on your computer. 

Solution: Visit your antivirus software 
manufacturer's Web site to obtain the latest 
patches and virus definitions, or use any auto- 
updating features included in your antivirus 
software to do the same thing. These errors 
sometimes crop up if you install antivirus 
software from a CD-ROM after installing 
Office 2003; the antivirus software restricts 
access to certain files because it flags them as 
potential threats. Updating the software to the 
latest version should solve this problem. 



Error Message: "Windows Media Player 
cannot find the specified file. Be sure the 
path is typed correctly. If it is, the file does 
not exist in the specified location, or the com- 
puter where the file is stored is offline." 

Translation: One of the multimedia files 
referenced but not embedded in the Power- 
Point presentation cannot be found. For exam- 
ple, if the presentation contains a link to a file 
stored on another computer on a network, and 
that computer is turned off, PowerPoint can't 
access the file for playback. 

Solution: Most multimedia problems are 
avoidable in the first place by embedding files in 
the presentation (placing copies of the source file 
directly in the presentation) instead of linking to 
files that are stored externally. Embedded multi- 
media files can dramatically increase the storage 
space a PowerPoint presentation requires because 
they are bundled as part of the presentation file, 
but this usually is an acceptable trade-off for the 
peace of mind of knowing that this error message 
won't appear during a presentation. 

If embedding such files isn't a viable 
option, double-check to see if the file linked 
to the presentation is where you said it 
would be, because if it was moved after you 
saved the presentation the link will not 
update automatically to reflect the change in 
location. Also, if the multimedia file is stored 
on a computer located elsewhere on a net- 
work, check to see if the network connection 
is working properly and that the computer or 
file server where the file is stored is turned 



PC Errors • 117 



Microsoft Office 2003 



on. At the very least, try to save all files associ- 
ated with a presentation on the computer that 
will run the presentation so they can be 
accessed locally, and update references to 
those files within the presentation accordingly. 

Error Message: "Cannot delete XX. This 
file is in use by the following program: YY. 
You must close the file before proceeding/' 

Translation: File XX is open in program 
YY, so it is impossible to delete. This message 
can vary but always begins with "Cannot 
delete XX." 

Solution: If the file you want to delete is 
open in another program on your computer, 
switch to that program, close the file, and 
then delete the file. This error also appears if 
file sharing is in use and someone else on 
your network has the file open on his com- 
puter. Ask him to close the file and it be- 
comes eligible for deletion. 

Finally, this message also appears when 
users attempt to delete files stored on another 
computer on a network that they don't have 
permission to delete. Permissions are set by 
network administrators, and if you are not 
assigned delete privileges in the folder where 
the file in question is stored, you will not be 
able to get rid of it. Contact your network 
administrator or the person who uses the 
computer where the file is stored to see if 
they can delete the file or grant you delete 
privileges within that particular folder. 



Error Message: "XX.ppt is currently in use. 
PowerPoint can't modify it at this time." 

Translation: Someone, somewhere (most 
likely you) has the file you want to edit open 
in another program or in another instance of 
PowerPoint. 

Solution: Shut down all of your open pro- 
grams to make sure none of them has the pre- 
sentation opened and try shutting down and 
then restarting PowerPoint to see of the file 
loads properly and can be edited and saved. If 
this error message still appears, someone else 
on your network has the file open on their 
computer, so ask them to close it or expand the 
File menu, click Save As, save the presentation 
under a different name, and perform the edits 
and saves on the new copy. 

Error Message: "Windows cannot open 
this file." 

Translation: Windows keeps a list of regis- 
tered file types so it knows what program to 
use when a user tries to open a file with a par- 
ticular extension. For example, when Word is 
installed, DOC files are registered to it so that 
when users open a file with the .DOC exten- 
sion, Word automatically launches and dis- 
plays the file. All PPT files should be regis- 
tered to launch PowerPoint when opened, but 
sometimes other programs take the registra- 
tion for themselves or the PPT registration is 
otherwise disassociated with PowerPoint. The 
end result is that Windows no longer knows 



Most Hilarious Error Message 



Error Message: "The source application is busy and can't respond immediately." 

Translation: What's next, "we'll get back to you within two business days"? This 
message sometimes appears when PowerPoint attempts to open an 
embedded object that is already open in another program, but that 
other program has generated a dialog box or error message box that 
must be closed. Adding insult to injury, clicking Cancel in the Power- 
Point error message box just causes the same error to appear again 
and again because the software continually tries to open the inacces- 
sible embedded object. 

Solution: The open dialog box or error message in the other application must be 

closed before PowerPoint can open the embedded object. Click the pro 
gram's entry on the Taskbar to bring it to the forefront, and click OK or 
Cancel to close the dialog box or error message associated with that pro- 
gram. If the Taskbar trick doesn't work, hold down the ALT key and tap the 
TAB key to cycle through open programs until you reach the one with the dia- 
log box or error message, and proceed from there. Now, switch back to 
PowerPoint and it should have no trouble opening the embedded object. □ 



which program is associated with PPT files 
and lets the user know via an error message. 

Solution: Microsoft provides three solutions 
for solving this problem. First, try to manually 
restore the association between PowerPoint and 
the .PPT extension by clicking start, clicking My 
Computer, expanding the Tools menu, and 
clicking Folder Options. Select the File Types tab 
in the Folder Options dialog box, scroll down 
the Registered File Types list until you find PPT 
(Microsoft PowerPoint Presentation), click that 
entry, and click the Change button. When the 
Open With box appears, scroll through the 
Programs list until you see Microsoft Office 
PowerPoint, click that entry, and click OK. If the 
entry is not listed, click Browse, navigate to 
C:\PROGRAMFILES\MICROSOFTOFFICE\ 
OFFICE 10, click Powerpnt.exe, and click Open. 
Click OK, click Close, and PPT files will once 
again fire up PowerPoint automatically when 
you open them. 

If that doesn't work, try repairing your 
PowerPoint installation. Open PowerPoint, 
expand the Help menu, click Detect And Repair, 
and click Start. Follow the prompts to repair the 
installation, and keep your installation CD-ROM 
handy because Windows may ask for it. If this 
doesn't work you must open the file directly by 
launching PowerPoint, expanding the File 
menu, and clicking Open. Navigate to the trou- 
blesome file and click Open. 

Saving Files 

Error Message: "XX is read-only. Do you 

want to save changes to a different file name?" 

Translation: Remember putting tape over 

the holes in the top of your cassettes so nobody 





WBBW 




General j Summary 







1 digits. b* 




Type of file: 
Opens with: 


• Jocument 


^ Notepad Change... 




Location: 

Size: 

Size on disk: 


C:\Document-- ie\Desktop 
405 bytes (405 bytes) 
4.00 KB (4,096 bytes) 


Created: 
Modified: 
Accessed: 


Thursday, May 29, 2003, 7:18:46 PM 
Friday, March 19, 2004, 9:44:17 PM 
Today, March 26, 2004, 10:57:51 PM 


Attributes: 




Read-only □ Hidden | Advanced... ] 






OK [ Cancel ] [ Apply 



You can't modify read-only documents 
unless you first revoke their read-only 
status via the Properties dialog box. 



118 • PC Errors 



Microsoft Office 2003 



could accidentally record over them? The XX 
read-only files referenced in this error message 
are locked down in the same way; you can 
open and view them, but you can't edit them, 
and neither can anyone else. 

Solution: To see if a file is read-only, right- 
click its icon, click Properties, select the General 
tab, and look for a Read-Only checkbox in the 
Attributes section. Remove the check mark to 
make the file editable, or place a mark in the box 
to make the file read-only. If that doesn't work, 
save the file using a different name as the error 
message suggests, and work with the copy. 

Printing Files 

Error Message: "Windows cannot print due 
to a problem with the current printer setup/' 
Translation: This error message appears 
along with a list of potential solutions that 
usually work, unless you are trying to print a 
very large (in terms of file size) PowerPoint 
file. When that is the case, there usually is 
nothing wrong with the printer, despite what 
the error message says. 




Compressing pictures is a great 
way to dramatically reduce the file 
size of a PowerPoint Presentation. 

Solution: Sometimes pictures and graphics 
embedded within a PowerPoint file are too 
large and must be reduced in size before the 
printer can handle the file. Microsoft recom- 
mends opening the file in PowerPoint 2003 
and compressing pictures to reduce their file 
sizes. Find the Picture toolbar and click 
Compress Pictures. If the toolbar isn't visible, 
expand the View menu, expand Toolbars, and 
click the Picture entry. 

When the Compress Pictures dialog box 
appears, make sure the All Pictures In Doc- 
ument radio button is selected, select the 
Print radio button in the Change Resolution 
section, and select the checkboxes next to 
Compress Pictures and Delete Cropped 
Areas Of Pictures. Click OK, click Apply, let 
the utility do its work, and try printing the 
file again. 



Most Unusual Error Message 



Error Message: "Microsoft PowerPoint 'hlink.dll' can't be loaded." Or "Microsoft 
PowerPoint failed to load 'hlink.dll'." 

Translation: What's a DLL, anyway? It's short for dynamic-link library, and 

PowerPoint relies on certain DLLs for proper operation, including 
Hlink.dll. This file is installed along with Internet Explorer and controls 
the way PowerPoint handles Internet hyperlinks. 

Solution: The only way to solve this problem is to repair or reinstall IE Close all 

open programs, click Start, expand Find, and click Files or Folders. In 
Windows XP click Start, click Search, and click All Files Or Folders. 
Type hlink.dll in the search box and click Search (Find Now in Windows 
2000). Wait for the search to complete and if Hlink.dll appears, right- 
click it, click Rename, and change the name to something different, such 
as Hlink.bad. 

Now comes the tricky part of reinstalling or repairing IE, which will add a 
fresh copy of Hlink.dll to your computer's hard drive. This process varies 
depending on the version of IE installed on your computer, so if you use 
any version between 4.0 and 5.5, visit support.microsoft.com and search 
for Knowledge Base Article 258893, entitled "Information About How To 
Reinstall Internet Explorer." If you use IE6.x on any OS other than WinXP, 
visit the same site and look for Knowledge Base Article 293907, "How To 
Uninstall Internet Explorer 6." If you use IE6.x with WinXP, search for 
Knowledge Base Article 318378, "How To Reinstall Or Repair Internet 
Explorer And Outlook Express In Windows XP." The WinXP fix involves 
editing Windows' Registry, so pay close attention to the provided steps and 
back up all of your important files before proceeding. □ 



Error Message: "Not enough printer mem- 
ory available to print page/' 

Translation: The size of the PowerPoint 
presentation you are trying to print has out- 
stripped the memory capacity of the printer, 
stalling the print job indefinitely. 

Solution: If the printer you're using doesn't 
have enough physical RAM to handle the print 



General Sharing Ports Advanced Device Settings 



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Q ^ Form To Tray Assignment 

Multi-purpose tray: Letter 

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500-sheet 2nd cassette: 
- ID Installable Options 


Printer Me 


2MB v 


nstalled 


500-sheet 2nd ca< 


2MB 
3MB 
6MB 


< I > 



L 



[ Cancel 



It doesn't matter how much memory is 
installed in your printer if Windows isn't 
configured to properly recognize it. 



job, the only way to solve this problem is to add 
to the printer's memory by adding more mem- 
ory or replacing the existing chip(s) with larger 
ones. Look at the documentation that came with 
the printer or contact the manufacturer to see if 
this is possible and to find out how much it 
costs, as printer memory is generally more 
expensive than PC memory. 

Sometimes this error occurs because of an 
improper printer memory setting within 
Windows, in which case it is easy to fix. In 
Win2000 click Start, expand Settings, and click 
Printers. In WinXP click Start, click Control 
Panel, click Switch To Classic View on the left 
if it isn't already selected, and click Printers 
And Faxes. Right-click the icon that corre- 
sponds to the printer generating the error mes- 
sage, click Properties, and select the Device 
Settings tab. Look in the Printer Memory sec- 
tion to see if the number corresponds to the 
amount of memory installed in the computer. 
If it doesn't match up, select the proper setting 
and click OK. H 

by Tracy Baker 



PC Errors • 119 



Microsoft Office 2003 



Outlook 2003 

Failure To Communicate? We Can Help 



Email has become such a crucial 
communication tool that problems 
with email software can seri- 
ously affect your business and 
personal relationships. Out- 
look 2003 is far more 
stable than previous ver- 
sions of the software, 
but it still has its 
share of problems. 
Oddly enough, some 
of these flaws are by- 
products of special 
features included with 
the software, but that's 
the nature of the beast in 
these security-minded days. 

Error Message: "Outlook 
blocked access to the fol- 
lowing potentially un- d 
safe attachments: XX" 

Translation: Attachments are files 
(pictures, songs, or text documents) ap- 
pended to email messages. Any file has the 
potential to become an attachment, including 
viruses and other malicious files, and Outlook 
2003 is designed to block access to files that 
have extensions commonly used by these 
unwanted programs and are considered Level 
1 threats. File extensions that have Level 1 
threat status include .ADE, .ADP, .APP, .ASX, 
.BAS, .BAT, .CHM, .CMD, .COM, .CPL, .CER, 
.CRT, .EXE, .FXP, .HLP, .HTA, .INF, .INS, 
.ISP, JS, JSE, .LNK, .MDA, .MDB, .MDE, 
.MDT, .MDW, .MDZ, .MSC, .MSI, .MSP, 
.MST, .OPS, .PCD, .PIF, .PRF, .PRG, .PST, 
.REG, .SCF, .SCR, .SCT, .SHB, .SHS, .URL, 
.VB, .VBE, .VBS, .WSC, .WSF, and .WSH. Files 
with these extensions have the capability to 
automatically execute scripts that issue a 
series of commands to a PC without any fur- 
ther input from its user. 

Solution: Before doing anything else, sic 
your antivirus software on the blocked file to 
make sure it checks out. If that isn't possible 
and the attachment looks suspicious, email the 
person who sent the file to make sure they 
meant to send it. If they don't respond, assume 

120» PC Errors 




the worst and don't open 
the file, or run a search on the file name using 
Google (www.google.com). Viruses and other 
malicious programs generally are sent using 
the same file name or email subject line, and a 
Google search for those elements can let you 
know if they are associated with a virus or 
have affected other computers. 

If you are certain the attachment is legiti- 
mate and Outlook still blocks access to it, 



Internet E-mail Bettings (POP3) 


3 et your e-ma,, account work,ng. 






User Information 


Server Information 

Incoming mail server (POP3): 
Outgoing mail server (SMTP): 

Test Settings 






Your Name: | John Doe 


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E-mail Address: jorin@johndoeem.ail. conn 
Logon Information 


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on this screen, we 
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User Name: | x 




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Log on using Secure Password 
Authentication (SPA) 


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It is possible to use your ISP's outgoing email 
server and use an outgoing email address that 
has nothing to do with that server. 



have the person who sent it change the exten- 
sion to something Outlook accepts, such as 
.DOC. When you receive the file, save it to 
your Windows Desktop or a folder, 
right-click its icon, click Rename, 
and rename it using its original 
extension. For example, if a 
friend sends a file named 
Friend.exe that is blocked, 
have him change the 
file's name to Friend.doc 
and resend it. When the 
file shows up, use the 
Rename command to 
change its name back to 
Friend.exe and execute 
the file. We can't stress 
enough that you should 
only use such methods 
if you are absolutely 
... certain the file is not a 
threat. If you have 
even a speck of doubt 
or suspicion, let Outlook do its job and forget 
about opening the file. 

Error Message: "Microsoft Outlook has 
encountered a problem and needs to close. 
We are sorry for the inconvenience/' 

Translation: Something, somewhere, 
has caused Outlook 2003 to crash. Open 
email messages that you haven't saved or 
sent will be lost, but in the vast majority of 
cases your .PST file (the big database that 
stores all of your sent and received emails) 
remains intact. 

Solution: Think about what led up to the 
crash and try to avoid doing the same thing 
when Outlook 2003 loads. Did you open a 
particular email file? Launch a different pro- 
gram? Access a particular menu setting? 
Work around the problem for a bit to see if 
the program remains stable, save any open 
work (including files that are open in other 
programs), and then try to reproduce the 
problem. If Outlook consistently crashes 
when you open another program but not at 
other times, it is likely that the other program 
is stealing system resources such as memory 



Microsoft Office 2003 



Most Common Error Message 



Error Message: " 'Sending and Receiving' reported error (0x800421 OB): The operation 
timed out waiting for a response from the sending (SMTP) server. If you 
continue to receive this message, contact your server administrator or 
Internet service provider (ISP)." 

Translation: The outgoing email server is experiencing problems, or Outlook 2003 is 

trying to contact the wrong server and is being blocked. 

Solution: "Time out" errors usually are the fault of the email server, so there is 

nothing most users can do about it aside from calling their network 
administrator or ISP to make sure they are resolving the problem. Many 
times it is best to wait anywhere from several minutes to a few hours and 
try to send email again. Most email server problems are resolved quickly 
because they are usually software-related. Hardware-related problems 
that require hard drive swapping, cable replacement, or similar tasks 
take more time to resolve. 

There is one other possibility regarding error messages related to sending 
email. If you have a hosted Web site or Web mail service and use its out- 
going mail servers instead of the outgoing mail servers provided by your 
ISP, the ISP might purposely block the outgoing email. This has happened 
to us in the past, and the only way to resolve it was to configure Outlook 
2003 to use our Web site's server for incoming mail but route all outgoing 
mail through the ISP's SMTP (Simple Mail Transfer Protocol) server. 
Fortunately there is a way to do this without having to change the From line 
in your email messages. Expand the Tools menu, click Options, select the 
Mail Setup tab, and click E-mail Accounts. Select the View Or Change 
Existing E-Mail Accounts button, click Next, click the name of the account 
that is generating the error message, and click Change. When the E-mail 
Accounts dialog box appears, leave the information in the Incoming Mail 
Server field intact, but change the information in the Outgoing Mail Server 
field to match your ISP's SMTP server (look at its Web site or call technical 
support to find out exactly what to enter here). In the E-Mail Address field, 
type the name that you want to have appear in the From line of your mes- 
sages, click Next, and click Finish. Now Outlook will send email from your 
ISP's server, but they will appear to come from your Web site's server 
because of the From line. Unfortunately, outgoing messages will be subject 
to the restrictions imposed by the ISP, which generally caps maximum out- 
going email sizes at 2MB to 3MB. □ 



that are already allocated to Outlook, or is 
tying into Outlook somehow. Try reinstalling 
the application or updating it to its most 
recent version using a patch downloaded 
from the manufacturer's Web site. If a partic- 
ular message causes the crash, try forwarding 
the message to a Web email account and 
opening it there, or delete it entirely to see if 
the problem goes away. 

In some cases, especially when accessing 
Outlook's menus causes problems, there is a 
problem with Outlook itself and the program 
must be repaired or reinstalled. If you can get 
the software to load at all, make a backup 



copy of your email folders by expanding the 
File menu, clicking Import And Export, click- 
ing Export To A File, and clicking Next. 
Select Personal Folder File (.PST), click Next, 
and select the folders and subfolders you 
want to include in the backup set. To include 
them all, click Personal Folders, select the 
Include Subfolders checkbox, and click Next. 
Choose a name and location for the backup 
file, select the radio button that corresponds 
to the type of backup you're creating (if an 
older copy already exists, you can save time 
by choosing Do Not Export Duplicate Items), 
and click Finish. 



With the backup safely tucked away, it's 
time to use Outlook 2003's built-in repair tools 
to try to fix the problem. Open the program, 
expand the Help Menu, click Detect And 
Repair, select whichever checkboxes you feel 
are appropriate (we recommend selecting the 
Restore My Shortcuts While Repairing check- 
box but leaving the other checkbox unchecked), 
and click Start. Keep your installation CD close 
by, as Windows may ask for it during the 
repair operation. 



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applications. 

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Detect And Repair can fix minor problems with 
Outlook, but it only works if you can get the 
program to load in the first place. 

Error Message: "The file XX.pst could not 
be found/' 

Translation: Here, "XX.pst" refers to the 
database that holds all received and sent email 
messages. If Outlook can't find the file, it can't 
open the file, so your Inbox, Sent Items, and 
other folders will be empty. 

Solution: This error message often occurs 
when the .PST file you use is stored else- 
where on the network and the machine 
where it resides is turned off or otherwise 
disconnected from the network. Contact your 
system administrator to see if they can reme- 
dy this problem or if it is possible to move 
the .PST file to your computer so you can 
access it locally. 

If the .PST file is stored locally and this 
error message appears, the file likely is cor- 
rupted. This is a dire situation because all of 



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laximum extent possible under the law, 



Disabled Items 



If Outlook 2003 loses your user profile, use 
Windows to create a new one so you can send 
and receive email messages. 



PC Errors • 121 



Microsoft Office 2003 



your email messages, contacts, and other 
Outlook data is stored in this big .PST file, 
but Outlook 2003 comes with an Inbox 
Repair Tool that works fairly well in such 
situations. In Windows 2000 click Start, 
expand Search, and click For Files Or 
Folders. In Windows XP click Start, expand 
Search, and Click All Files Or Folders. Type 
scanpst.exe in the search box and click 
Search in Win2000 or Search Now in WinXP. 
Wait for the file to appear in the search 
results box and double-click its name to 
launch the program. 

Now you must type the name of the .PST 
file that needs to be repaired, or click the 
Browse button to navigate to the file manually. 
Once it is selected, click Start and the repair 
tool will scour the file for errors— and with any 
luck will fix them, as well, so Outlook can 
access the cleaned up .PST file. 

Error Message: "System resources are criti- 
cally low. Close some windows/' 

Translation: System resources, such as 
RAM and CPU clock cycles, that are needed to 
run programs are available in limited amounts, 
and once they are all used up error messages 
like this are likely to appear. 

Solution: Do what the message says and 
close some open programs or windows. This 
message is likely to appear on computers that 
don't have a lot of RAM installed but where a 
user has several email messages open at the 
same time for viewing or editing. Try closing 
some to free up resources. 

Microsoft also reports that this message 
sometimes appears when users configure 
Outlook with publicly accessible folders and 
then add groups of users to the permissions 
lists for those folders. To get around this prob- 
lem, try adding the permissions individually. 
Launch Outlook 2003, right-click the folder 
where you added the group permissions, and 
click Properties. Select the Permissions tab in 
the resulting dialog box, click Add, click a 
user's name to select it, and click Add. Keep 
selecting users and clicking Add to add them 
to the permissions list and the error message 
should no longer appear. 

Error Message: "Outlook failed to start 
correctly last time. Starting Outlook in safe 
mode will help you correct or isolate a start- 
up problem in order to successfully start the 
program. Some functionality may be dis- 
abled in this mode. Do you want to start 
Outlook in safe mode?" 



Most Hilarious Error Message 



Error Message: "Some items could not be deleted. They were either moved or already 
deleted, or access was denied." 

Translation: This message isn't funny because of what it says; it's funny because of 

one of the conditions that trigger it— a user trying to delete 5,000 or more 
messages at the same time. 

Solution: Sometimes this error message means exactly what it says, and users 

must get permission from a network administrator or manually locate 
moved files they want to delete. If it appears because you tried to delete 
an absurd number of email messages, delete them in smaller chunks, 
and try to keep your inbox tidier in the future to avoid such problems. □ 



Most Cryptic Error Message 



Error Message: "The operation failed. An object could not be found." 

Translation: What operation? What object? This message sometimes appears when 

you click the Send And Receive button, and it means Outlook 2003 can't 
find the profile associated with your email account. Profiles contain per- 
sonalized settings and other configuration information. 

Solution: The only way around this problem is to create a new profile. In Windows 

2000 click Start, expand Settings, click Control Panel, and double-click 
Mail. In Windows XP click Start, click Control Panel, click Switch To 
Classic View if it isn't in that mode already, and double-click Mail. Click 
Show Profiles, click Add, give the profile a name (we recommend 
"Outlook"), and click OK. Click Add A New E-Mail Account, click Next, 
choose the type of email server your ISP, hosted site, or other email 
provider uses, and click Next. Fill in the blanks with the information sup- 
plied by your ISP or other email provider (don't forget to click More 
Settings to adjust those extra options), and click Finish. Start Outlook 
and it should load the new profile and run properly. □ 



Translation: This is a rare example of an 
error message that requires a yes or no answer. 
When Outlook 2003 crashes or fails to load, the 
program generates this error message when 
you restart it. Safe Mode is a special operating 
mode that disables several of Outlook's fea- 
tures but at least lets the program load so you 
can see existing emails and access other ele- 
ments of the software. If this feature sounds 
familiar, it should; Outlook's Safe Mode is sim- 
ilar conceptually to Windows' own Safe Mode. 

Solution: We see this error message often, 
and in the overwhelming majority of cases it is 
safe to answer "no" and load Outlook 2003 in 
its fully functional configuration. We've never 
lost email messages or other data by choosing 



this option, but if you don't want to risk it, load 
into Safe Mode and troubleshoot from there. 

To see what features are disabled when 
Outlook runs in Safe Mode, expand the Help 
menu, click About Microsoft Office Outlook, 
and click the Disabled Items button. Now you 
can click individual items and click the Enable 
button to turn them on individually and see if 
they cause any problems. If they do, you may 
have to open the Help menu and click Detect 
And Repair to fix your copy of Outlook 2003. 
As stated in a previous tip, keep the Office 
installation CD nearby, as Windows some- 
times needs it to perform the repairs. H 

by Tracy Baker 



122» PC Errors 



Online Communications 



General Online Errors 

We Demystify The Internet's Cryptic Errors 



Going online is supposed to be an 
easy and trouble-free experi- 
ence—just connect to an ISP and 
enjoy seamless Web surfing any- 
where in the world. That's fine 
when everything works properly. Web sites 
can provide endless hours of interactive enter- 
tainment and education. Unfortunately, the 
Internet is a global hodgepodge of end users, 
Internet service providers, data carriers, and 
network servers. User errors, service interrup- 
tions, unreachable Web servers, and other 
foibles all contribute to occasional problems 
that prevent the smooth access that we've 
come to expect from the Internet. 







» 


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You likely need user ID and password credentials 
to access this Web site. 



Although an average Internet user can't pre- 
vent most problems, servers and Web browsers 
do report trouble through the use of error mes- 
sages. The kicker is that most error messages are 
notoriously cryptic, using numbers and phrases 
that rarely explain the underlying trouble— and 
usually never outline corrective actions. But help 
is finally available. We've collected a bounty of 
common error messages and arranged them for 
you in numerical and alphabetical order. We'll 
translate what these errors mean and show you 
just what you can do about them. 

Troubleshooting By The Numbers 

Error Message: "401 - Unauthorized" 

Translation: Also termed "401 - Authori- 
zation Required" (but some Web sites may 
customize this message such as "Access 



Denied" or "Unavailable"). Many Web sites 
restrict access using password protection. 
Chances are that you've attempted to view a 
restricted Web page (perhaps due to an incor- 
rect URL), or the password that you used was 
wrong or typed incorrectly. 

Solution: Recheck the URL and make sure 
that you're trying to reach the correct Web page 
(see the solution for the "Most Common Error 
Message" sidebar). If the URL is correct and you 
need a password to get in, recheck the password 
as you type it, and take note of upper and lower- 
case characters. For example, a password such 
as "LeMM A ng" can easily be typed as "lem- 
ming" if you forget to use the SHIFT key. If your 
password is correct, but you still cannot access 
the Web page, contact the site Webmaster to 
check the status of your account. The account 
may have been suspended or closed, or the pass- 
word may have been reset. In either case, the 
Webmaster can help restore access. 

Error Message: "402 - Payment Required" 

Translation: The desired Web page is proba- 
bly available, but authentication (usually in the 
form of a password and/or username) is needed 
to access the site. However, logon credentials 
may require payment to the site operator before 
access is set up for you. For example, many Web 
sites require a monthly subscription for access. 

Solution: A valid subscription or access 
payment will typically correct this problem by 
establishing your account (often including a 
valid password and /or username). Afterwards, 
you should be able to access the desired site. 
If you have an existing account but you still 







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cannot access the site, contact the Webmaster to 
check the status of your account— the account 
may have been suspended or closed for issues 
such as nonpayment (a credit card number has 
been rejected). The Webmaster can usually 
update payment information and reestablish 
your access. 

Error Message: "403 - Forbidden" 

Translation: The Web server understands 
the URL but refuses to provide access. This is 
common when a Web page is intended for 



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It'll cost you to access this site, so be sure to 
contact the Web site operator. 



You simply don't have the authorization to view 
this Web page or media. 

personal or "in-house" use (and may be 
restricted with a password). In other cases, 
the Webmaster may have configured the 
desired page improperly. For example, the 
file may need to be assigned "read permis- 
sion" for all users. Finally, the Web server 
may be congested or down for maintenance, 
prohibiting access to its contents. 

Solution: Start with the basics and recheck 
the correct URL (see the solution for "The Most 
Common Error Message"). If the URL is correct 
and you need a password to get in, recheck the 
password as you type it, and take note of upper 
and lowercase characters. Because congestion 
can tie up a Web site, try reloading or refresh- 
ing the page with the browser's Refresh button 
(or try again later). If the problem persists, alert 
the Webmaster for assistance. 

Error Message: "404 - Not Found" 

Translation: Also termed "The Requested 
URL Was Not Found" or "File Not Found." 

PC Errors • 123 



Online Communications 



There is indeed a Web site located at that 
address, but the particular HTML page 
requested in the URL does not exist. The URL 
may have been entered improperly (a basic 
typo), or the page no longer exists. 

Solution: Recheck the URL and make 
sure that you're trying to reach the correct 
Web page (see the solution for the "The 
Most Common Error Message"). In many 
cases, the page's content may still be avail- 
able on the Web site, but the page itself may 
have been renamed, moved, or added to 
another page. Try poking around on the 
Web site to see if you can find the content on 
another page. For example, the home page 
may offer a link to a new or updated page 
that will help you. 

Error Message: "406 - Not Acceptable" 

Translation: Web browsers can tell the 
Web server what kinds of data that the brows- 
er will accept. This error occurs because the 
requested Web page could not be returned in a 
language, character set, or data format that 
your Web browser can use. 

Solution: Most current Web browsers 
accept a wide variety of data, so 406 errors are 
very rare today. However, they still occur, 
most often when trying to present a Web page 
with a foreign character set. For example, a 
U.S. client may see this error when attempting 
to visit a Web site that uses Chinese or Korean 
character sets. You may be able to update lan- 
guages or character sets that will allow your 



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Your browser cannot display the contents of a 
Web page, so try another language version of 
the site (if possible). 

browser to access the site properly. The easiest 
solution is simply to access a different lan- 
guage or version of the Web site that offers 
better compatibility with your browser. Check 
the home page or contact the Webmaster for 
links to alternate Web sites. 

Error Message: "408 - Request Timeout" 

124» PC Errors 



Translation: The Web server has drop- 
ped your connection. This occurs when there 
has been too much time between the creation 
of an IP (Internet Protocol) connection (a 



Most Hilarious Error Message 

Error Message: "No Response" 



Translation: 



Also termed "No Response... Using A 
Previously Cached Copy" or "Site 
Unavailable." Here is one of the more 
amusing error messages-how can 
there be no response when you get a 
response telling you that there's been no 
response? In reality, this simply means 
that the desired Web server is not 
responding to your request, probably 
because it is congested with excessive 
traffic, or the server is not available due 
to failure or maintenance. If you've visited 
the Web site previously, a cached copy 
of the page may appear in your browser. 



Error Message: "409 - Conflict" 

Translation: The request submitted by 
your browser cannot be completed because it 
conflicts with a rule established by the Web 
server. This is not really a security 
issue, but rather an application- 
specific conflict (such as when 
using Microsoft FrontPage). For 
example, if you attempt to upload 
a file to a Web server, but that file 
is older than the current file, the 
version conflict will likely cause a 
409 error. 

Solution: You normally don't 
see this error unless you're creat- 
ing Web pages. If so, check the 
page versions that you're upload- 
ing against current versions. Also 
recheck the configuration of your 
Web server (or contact your Web 
hosting company for technical 
support). Otherwise, you should 
contact the Webmasters of offend- 
ing sites to make them aware of 
the trouble. 



Solution: 



Recheck the URL and make sure 
that you're trying to reach the 
correct Web page (see the solu- 
tion for "400 -Bad Request"). 
Try reloading or refreshing the 
page with the browser's Refresh 
button. The server itself may be 
partially offline for maintenance, 
in which case the best solution is 
to try the site again later. If the 
situation persists, notify the site's 
Webmaster about the problem. □ 



"socket" between the browser and Web serv- 
er) and the receipt of data on that connection. 
The connection has been lost, and your 
browser must repeat the request. 

Solution: Excess traffic loads on the client 
system or Web server may be timing out the 
connection and causing 408 errors. Try estab- 
lishing a new connection by reloading or 
refreshing the page with the browser's 
Refresh button (or try again later). If the trou- 
ble occurs with only a certain Web site, the 
problem is likely at the Web-server end- 
there is little you can do except try again 
later. If the trouble occurs with any Web site, 
you may have problems with TCP/IP (Trans- 
mission Control Protocol/Internet Protocol) 
on your client system, or there are access 
problems with your local ISP. 



Error Message: '410 - Gone'' 

Translation: When a Web page 
moves, an older URL is often redi- 
rected to a new URL. A 410 error 
indicates that the desired URL is 
no longer available— this basically 
means the page has moved and 
there is no forwarding informa- 
tion. This is common for URLs 
that are intentionally time-limited 
or orphaned. 

Solution: This error is similar 
to 404 - Not Found, but a 410 error 
suggests that the page may still exist in anoth- 
er location. However, the URL is effectively 
useless without forwarding information. 



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Error 411 - Length Required 

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The server is expecting a request with a specific 
length, so you may not be able to access this 
Website. 



Online Communications 



Recheck the URL and make sure that you're 
trying to reach the correct Web page (see the 
solution for "The Most Common Error 
Message" sidebar). The page itself may have 
been renamed, moved, or added to another 
page. Go to the home page for that Web site 
and see if you can find the content on another 
page. For example, the home page may offer a 
link to a new or updated page that will help 
you. 

Error Message: "411 - Length Required" 

Translation: The Web server is looking for 
specific HTTP "content length" information in 
your browser's request. No specific length 
information was provided by the browser, so 
the Web server returned a 411 error. 

Solution: Data length information may be 
needed when uploading data to the Web serv- 
er but is generally never needed when retriev- 
ing information from a Web server. This error 
is typically due to configuration or program- 
ming errors on the Web server end. You 





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HTTP Error 414 


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There is a serious problem with the URL that you 
tried, so check the URL or contact the Webmaster. 



Most Confusing Error Message 



Error Message: 



Translation: 



"407 - Proxy Authentication Required" 



Solution: 



A proxy server is a server that sits between 
a Web browser and an actual Web server. The 
proxy server reads all requests to the actual serv 
er and attempts to service each request itself-if 
not, the request is forwarded to the actual server. 
Proxy servers improve performance by caching 
popular pages for certain groups of users and 
are often used to enhance the security of a Web site, 

When you get a 407 error, the URL resource is 
available, but a connection requires the use of a 
proxy server that also needs authentication ere 
dentials. This error indicates that access has been 
denied because you have not logged onto the 
proxy server first or have logged on incorrectly. 

You'll need to log into the appropriate proxy 
server first and provide the proper credentials 
(password and/or usemame) before you're able 
to proceed to the desired URL. This generally 
means you'll need a URL for the proxy server, 
along with authentication credentials. Once 
you're successfully logged onto the proxy server, 
you can usually navigate to the desired Web site 
successfully. If you have trouble obtaining proxy 
server information, contact the Webmaster for 
detailed user instructions. □ 



should contact the Webmasters of the offend- 
ing sites to make them aware of the trouble. 

Error Message: "412 - Precondition 
Failed" 

Translation: The Web server is looking for a 
"precondition" specification in your browser's 
HTTP data. The Web server determined that the 
required precondition was not met and returned 
a 412 error. 

Solution: This error is 
typically due to configu- 
ration or programming 
errors on the Web server 
end. You should contact 
Webmasters of the offend- 
ing sites to make them 
aware of the trouble. 



Error Message: "413 - 
Request Entity Too 
Large" 
Translation: The Web 

server has determined 
that the data being sent 
by the browser is simply 
too large (that is, too 
many bytes). This occurs 
when file size limits are 
exceeded. For example, 
when uploading a very 
large file (using a tech- 
nique such as HTTP 
PUT), a 413 error may be 
returned when the Web 
server sees that the file 
size is too large. 

Solution: This error is 
typically due to configu- 
ration or programming 
errors on the Web server 
end. It may be possible to 
shrink the request entity 



(such as uploading a smaller file). Otherwise, 
the Web server will need to be reconfigured to 
accommodate the larger entity. You should 
inform Webmasters of the offending sites 
about the trouble. 

Error Message: "414 - Request URI Too 
Long- 
Translation: A URI (Universal Resource 
Identifier) is a generic term for all types of 
names and addresses that identify Web 
objects. A URL is just one type of URI. This 
error occurs when the Web server determines 
that the URL is larger (that is, too many 
bytes) than the server can interpret. In some 
cases, this error may suggest that a server is 
— 



Error 502 Bad Gateway 



ui- iiitorlK-i- 1 ht-ii- w 



A server has received an invalid response from an 
upstream server, so try your request again later. 

under attack by a client attempting to exploit 
security holes. 

Solution: This error is rare because Web 
servers typically service ample length (2,048 
or 4,096 characters). However, today's use of 
complex, dynamic Web content can result in 
very long URL strings. Recheck the URL and 
make sure that you're trying to reach the 
correct Web page (see the solution for "The 
Most Common Error Message"). You might 
also try a shortened variation of the URL to 
reach the Web site, then try browsing to the 
desired Web page from there. Finally, con- 
tact the Webmasters to make them aware of 
the trouble. 

Error Message: "415 - Unsupported 
Media Type" 

Translation: The Web server determines 
that the client (browser) is requesting a URL 
resource, but the actual media is not fully 
compatible with the request. This often 
occurs during a data transfer between the 
Web server and client. For example, if you're 
uploading a file to the Web server using a 
method that the Web server isn't prepared to 
accept, a 415 error is usually returned. 

PC Errors • 125 



Online Communications 



Solution: This error is typically due to con- 
figuration or programming errors on the Web 
server end. The Web server will need to be 
reconfigured to accommodate the media 
request or method. You should contact the 
Webmasters of offending sites to make them 
aware of the trouble. 

Error Message: "500 - Server Error" 

Translation: Also termed "500 - Internal 
Error." This is a general-purpose error pro- 
duced by a Web server when a problem has 
occurred that the server cannot identify fur- 
ther. Some fault has prevented the server from 
fulfilling your request. 

Solution: Recheck the URL and make sure 
that you're trying to reach the correct Web 
page (see the solution for "The Most Common 
Error Message"). Excessive traffic (such as a 
congested server) can also cause server errors, 
so try reloading or refreshing the page with 
the browser's Refresh button (or try again 
later). If the problem persists, contact the 
site's Webmaster. 

Error Message: "501 - Not Implemented" 

Translation: The Web server does not 
understand or support the HTTP method 
used by the client. This is almost always the 
result of an HTML coding problem or version 
conflict and often occurs with Web pages that 
include forms that can be submitted to the 
Web server. 

Solution: While this error is rare, there is 
little you can do except to alert the Webmaster 
about the problem. 

Error Message: "502 - Bad Gateway" 

Translation: Also termed "502 - Service 
Temporarily Overloaded." A server (not al- 
ways a Web server) is working as a gateway to 
fulfill your browser's request. However, the 
gateway server cannot receive an acceptable 
response from an upstream server working on 
your request. This typically means that the 
gateway server is not communicating properly 
with upstream servers. 

Solution: Chances are that there are com- 
munication problems between the remote 
gateway and its upstream servers. There is lit- 
tle you can do except to try again later or con- 
tact the Webmaster about the problem. 

Eiror Message: "503 - Service Unavailable" 

Translation: The Web server is temporari- 
ly overloaded or down for maintenance or 
upgrade, but this temporary condition should 







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Cryptic Messages 



A Bad Request error probably means that you've 
entered a URL improperly. 

be resolved after some delay. Some servers 
may refuse a connection entirely and produce 
a different error code. 

Solution: The Web server is functioning 
(because it's returning an error code), but its 
content is unavailable at the moment. The 
easiest solution here is to try reloading or 
refreshing the page with the browser's 
Refresh button (or try again later). If the 
problem persists, notify the Webmaster about 
the situation. 

Error Message: "504 - Gateway Timeout" 

Translation: A server (not always a Web 
server) is working as a gateway to fulfill your 
browser's request. However, the gateway 
server did not receive a timely response from 
an upstream server working on your request. 
This typically means that the gateway server 
is not communicating properly with up- 
stream servers. 

Solution: There is slow IP communication 
problems between the remote gateway and 
its upstream servers. There is little you can 
do except try the site again later or contact 
the Webmaster about the problem. 

Error Message: "505 - HTTP Version Not 
Supported" 

Translation: This error occurs because 
the Web server does not support the HTTP 
protocol used by your Web browser. For 
example, the server will return a 505 error if 
your browser attempts a request using HTTP 
1.0 or 1.1 but the Web browser only supports 
HTTP 0.9. 

Solution: Most Web browsers assume 
that servers support HTTP 1.x, and very few 
Web servers will risk the poor security and 
performance found with older HTTP ver- 
sions. Chances are that the Web operator will 
need to upgrade the Web server software, so 
contact the Webmaster about the situation. 



Error Message: "A Request To The 
Host Is Taking Longer Than Expected" 

Translation: This is usually a result of 
congested Internet traffic. The Web server is 
busy or cannot respond to your request in a 
timely manner. You may notice that other 
online features (such as email or newsgroup 
access) are also taking a very long time. 

Solution: Recheck the URL and make 
sure that you're trying to reach the correct 
Web page (see the solution for "The Most 
Common Error Message"). Also try other 
Web sites— if the error only occurs with one 
site, that Web server may be congested, so try 
reloading or refreshing the page with the 
browser's Refresh button (or try again later). 
If the trouble seems to hit every Web site you 
try to visit, the problem may be on your PC. 
One quick trick is to reboot your computer 
and clear the browser cache. For Internet 
Explorer 6.x, open the Internet Options dia- 
log from the Tools menu, then click Delete 
Cookies, Delete Files, and Clear History. 
Now try the request again. You might also 
try closing any unneeded applications (espe- 
cially bandwidth-demanding applications). 

Error Message: "Bad File Request" 

Translation: There is probably a pro- 
gramming problem with a Web form. Form 
elements include features such as text boxes, 
drop-down menus, checkboxes, and so on. 
Web browsers support industry-standard 
form elements, but errors occur when the 
Web page creator made a mistake in their 
form programming, or incorporated nonstan- 
dard form elements to the Web page. 

Solution: Congestion across the Internet or 
at the remote Web server can occasionally 
cause this trouble, so try reloading or refresh- 
ing the page with the browser's Refresh button 



F~ 




A server or DNS (Domain Name System) lookup 
error often just says the page cannot be displayed. 



126» PC Errors 



Online Communications 



(or try again later). If the problem persists, con- 
tact the Webmaster about the problem. 

Error Message: "Cannot Add Form 
Submission Result To Bookmark List" 

Translation: This error occurs when you 
attempt to save the results of a form-based 
search engine (such as WebCrawler or Alta- 
Vista) as a bookmark. The problem is that the 
URL is not valid even though it may appear to 
be just fine. 

Solution: You can often work around this 
error by saving the search results as an HTML 
document on your local hard drive. Use the 
Save As command under the browser's File 
menu to save the search page, and then try 
adding the saved page to your bookmarks. 
CGI (Common Gateway Interface) scripting in 
the search results page can sometimes interfere 
with this tactic, so it is not always successful. 
(CGI is a standard for how servers exchange 
information with applications under the Web's 
protocol HTTP. Typical uses for CGI include 
the forms that users fill out on Web sites.) 

Error Message: "Can't Parse HTTP" 

Translation: This error means that your 
Web browser cannot process the URL that 
you've entered. For example, most browsers 
allow you to omit the "http://" portion of a 
URL, though some browsers require it. 

Solution: See the solution for "A Request 
To The Host Is Taking Longer Than Expected." 

Error Message: "Connection Refused By 
Host" 

Translation: The Web server has refused 
to establish a connection (socket) with your 
browser. You may be prohibited from access- 
ing the requested URL, or the URL is pass- 
word protected. 

Solution: See the solution for "403 - 
Forbidden." 

Error Message: "Failed DNS Lookup" 

Translation: Also termed "No DNS 
Entry." The Internet's DNS (Domain Name 
System) cannot translate the URL address 
into a corresponding IP address. Since DNS 
servers are typically redundant, the problem 
is more likely to be an incorrect URL on your 
end, or a congested Web server on the remote 
end. The Web server may also have failed or 
is down for maintenance. 

Solution: Recheck the URL and make 
sure that you're trying to reach the correct 
Web page (see the solution for "The Most 



Common Error Message"). The Web server 
may be overloaded or congested with 
Internet traffic, so try reloading or refreshing 
the page with the browser's Refresh button 
(or try again later). In rare cases, there may 
be problems with your Internet software or 
connection. Try rebooting the PC and restart- 
ing the connection and browser software. 

Error Message: "File Contains No Data" 

Translation: You've accessed a valid URL, 
but the contents of that Web page are empty. 
This can occur when the page is being updat- 
ed or is being used as a placeholder, awaiting 
future content from the site operator. 

Solution: Recheck the URL and make 
sure that you're trying to reach the correct 
Web page (see the solution for "The Most 
Common Error Message"). Try reloading or 
refreshing the page with the browser's 
Refresh button (or try again later). If the situ- 
ation persists, contact the site's Webmaster 
about the problem. 



and install the corresponding application for 
your browser as soon as possible. 

Error Message: "Host Unavailable" 

Translation: The remote Web server is 
down or otherwise offline. This may be as sim- 
ple as a failed connection, or the server may be 
defective, or it may just be getting an update. 

Solution: Try reloading or refreshing the 
page with the browser's Refresh button (or 
try again later). If the problem persists, con- 
tact the Webmaster about the situation. 

Error Message: "Host Unknown" 

Translation: Also termed "Unable To 
Locate Host" or "Unable to Locate Server." 
You cannot establish a connection with the 
Web server. This error occurs because the Web 
server is not available due to a failure or main- 
tenance, there is trouble with your Internet 
connection, or you typed the URL improperly. 

Solution: Recheck the URL and make 
sure that you're trying to reach the correct 



Error Message: 

"Helper Applica- 
tion Not Found" 

Translation: Also 
termed "Viewer Not 
Found," "No Helper 
Application Defin- 
ed," or "Unknown 
File Type." This error 
means your browser 
did not recognize a 
file type that you're 
attempting to down- 
load. For example, 
files such as Real- 
Audio, MPEG, or 
PDF files need a 
plug-in viewer capa- 
ble of decoding and 
using the file. 

Solution: You 
will need to down- 
load and install an 
application that is 
appropriate for each 
file type. For exam- 
ple, you would need 
Adobe Acrobat Read- 
er to view PDF files. 
The easiest solution is 
to save those sound 
or video files to disk 
first and then obtain 



Most Unusual Error Message 

Error Message: "405 - Method Not Allowed" 



Translation: 



Solution: 



For each particular resource type, HTTP allows 
for a variety of actions (or "methods") between a 
Web server and a browser. These methods 
include Options, Get, Head, URL, Post, Put, 
Delete, Trace, Connect, and more (depending on 
the HTTP version in use). Web servers can be 
configured to allow or reject any method. For 
example, your 'read-only' Web server may disallow 
PUT and DELETE methods. When your Web 
browser tries to use a method for obtaining a 
Web resource that the server prohibits, an error 
occurs. Bottom line-you cannot exchange 
desired data with the Web server. 



You normally don't see this error unless you're 
creating Web pages. In most cases, 405 errors 
arise when using POST (power on self test) 
methods-you may be trying to provide input on 
your Web site (such as a form), but not all ISPs 
allow POST methods needed to process that 
form. You can try GET commands in place of 
POST commands. In short, most 405 errors can be 
corrected by adjusting the configuration of your 
Web server (to allow POST methods, for example). 
If you see a 405 error on another Web site, contact 
the site's Webmaster for corrective action. □ 



PC Errors • 127 



Online Communications 



Web page (see the solution for "The Most 
Common Error Message"). Try reloading or 
refreshing the page with the browser's 
Refresh button (or try again later). If the 
problem persists, check your Internet connec- 
tion by trying other Web sites or functions 
such as email. Always-on connections may 
need to be rebooted by cycling power to the 
cable or DSL modem. 

Error Message: "Network Connection 
Was Refused By The Server" 

Translation: Also termed "Too Many 
Connections - Try Again Later," "Too Much 
Network Traffic," or "Too Many Users." Every 
server has a limit to the number of requests it 
can handle at any given moment. Chances are 
that the server is just too busy because it's ser- 
vicing the maximum number of requests. 

Solution: The best solution is to try reload- 
ing or refreshing the page with the browser's 
Refresh button (or try again later). If the trou- 
ble persists, the Web server may require addi- 
tional bandwidth— contact the Webmaster 
about the problem. 

Error Message: "NNTP Server Error" 

Translation: You are trying to read or 
post messages with a newsgroup. Your ISP 
provides the NNTP (Network News Transfer 
Protocol) server that supports newsgroup 
operations. This error occurs because you're 
unable to connect to a Usenet newsgroup. 

Solution: The newsgroup URL may have 
been typed improperly. Recheck the URL and 
make sure that you're trying to reach the cor- 
rect newsgroup (see the solution for "The 
Most Common Error Message"). There may 
also be an issue with the newsgroup itself. 
Try some other newsgroups (if possible). If 
only one newsgroup fails, the trouble may be 
on the remote end. If any newsgroup fails, 
check your software settings or contact your 
ISP for assistance. 

Error Message: "Permission Denied" 

Translation: This error typically occurs 
when attempting to upload or download a 
file, often through FTP. You may not have 
authority to perform your file transfer, or the 
desired file does not exist. For example, you 
may be trying to download a file from a 
directory that you do not have access to. In 
some cases, the server may simply be too 
congested to handle your request. 

Solution: Always start by verifying the 
exact file name that you're trying to access 

128» PC Errors 



Error Message: "400-Bad Request" 



Translation: 



(file names are often case-sensitive). In the 
event of congestion, try your access at anoth- 
er time when the remote server may be less 
congested. If the problem persists, contact the 
system administrator for assistance. You may 
need adjustments to your access rights. 

Error Message: "TCP Error" 

Translation: Also termed "TCP Error 
Encountered While Sending Request To 
Server." Data is exchanged across the 
Internet using TCP (Transmission Control 
Protocol). This error occurs when there is 
trouble in TCP exchanges between your 
browser and the remote server. 

Solution: Try other Web sites to confirm 
that your browser is working. If it's not, 
you may need to 
reinstall TCP/IP on 
your computer. If 
other Web sites 
respond normally, 
there is probably a 
hardware fault pre- 
venting ac-cess to 
the Web server. Try 
again later, or con- 
tact the Web-master 
(or ISP) about the 
problem. 

Error Message: 

"Transfer Inter- 
rupted" 
Translation: 

Your Web browser 
attempts to complete 
a page according to 
the HTML and other 
in-structions con- 
tained in that page's 
coding. This error 
generally oc-curs 
when the re-quest 
for graphic elements 
becomes too corrupt- 
ed for the Web serv- 
er to process. 

Solution: Try re- 
loading or refreshing 
the page with the 
browser's Refresh 
button (or try again 
later). If the problem 
persists, contact the 
Webmaster concern- 
ing the problem. 



Error Message: "You Can't Log On 
As An Anonymous User" 

Translation: Some FTP sites prohibit 
anonymous users or only allow for a limited 
number of anonymous users. This error 
appears when you attempt an FTP anony- 
mous logon, or the site has already reached 
its anonymous limit. 

Solution: Try accessing the site again 
later when you expect it to be less congested. 
If you have a valid user ID and password, try 
accessing the site manually using an FTP 
software utility. If you need anonymous 
logon, contact the system administrator. H 

by Stephen /. Bigelow 



Most Common Error Message 



Solution: 



The URL that you're trying to reach is typed 
improperly or does not exist. This means 
you've typed the URL improperly (a basic 
typo), the server does not recognize the URL, 
or you do not have the authorization to access 
the desired URL. 

Check the URL to see that you've entered it 
completely and correctly— this can be a real 
challenge for long or complex URLs. It may be 
easier to cut and paste the URL from a docu- 
ment file or email directly into the address line 
of your Web browser. Pay particular attention 
to the placement of special characters such 
as equal signs, colons, percent signs, ques- 
tion marks, and ampersands (there should be 
no spaces in a URL). Some Web sites distin- 
guish upper and lowercase letters, so be sure 
to capitalize where necessary. If the URL is 
exactly right, the server may be congested, 
so just try it again later. □ 



ibm.... ««*»... Bad Request (Error 400) 



The file you requested does not exist, so check 
your URL and try again. 



Online Communications 



Revive 
Your Network 

Troubleshoot Network & Internet 
Connection Problems 



Although new operating systems and 
networking devices make connecting to 
the Internet or a local network a much 
easier chore than it was only a few years ago, 
users still run into the occasional glitch. 
Unfortunately, the error messages that stand 
between you and the Internet are still cryptic 
and unhelpful. We'll help you understand 
some of the most common messages and fix 
the problems they identify. 

Modem Errors 

Error Message: "The modem VxD is not 
present. Please refer to the troubleshoot- 
ing section in the User's Guide/' 

Translation: You may see this message if 
you install Windows 98SE on a computer that 
has a winmodem. Unlike standard modems, 
winmodems (also called software modems) use 
your computer's processing power to translate 
analog signals to digital signals. If an IRQ (inter- 
rupt request line) conflict occurs, Win98SE will 
display this message during installation. You 
may also see this message if you haven't 
installed your winmodem's drivers. 

Solution: Click OK to close the error mes- 
sage and then complete the installation. Once 
Windows starts and the Desktop appears, 
right-click the My Computer icon and then 
select Properties from the context menu. Click 
the Device Manager tab and scroll to Modems. 
Double-click Modems and then click your 
modem. Click the Remove button and then 
click OK. When you restart your computer, 
Win98SE will automatically install the 
modem's drivers. Keep your system's CDs 
handy in case the wizard asks for a CD. 

Error Message: "Error 678 - There Was 

No Answer" 

Translation: If your modem dials a long 
distance number to connect to your ISP and 
you receive this message, the phone line 




probably doesn't have long distance service. 
A voice message asking you to enter a long 
distance access code causes the error to 
appear. You won't hear the message when 
you dial the number via the modem, but you 
can hear the message by using a telephone to 
dial the number. 

Solution: You can solve the problem by 
adding a long distance phone service to the 
phone line, but keep in mind that you'll pay 
for both the long distance service and your ISP 
fees. If your ISP doesn't offer a local dialup 
number, you may want to switch to a local ISP 
or another ISP that offers local numbers. 

Error Message: "Error 797 - The Modem 
Could Not Be Found" 

Translation: Windows 2000/XP displays 
this message if the OS can't find your modem's 
drivers. It may also display this message if 
your external modem powered on after the 
computer booted. 

Solution: If you have an external modem 
and powered on your PC before your modem, 
shut down the computer and the modem and 
then power on your modem before powering on 



your computer. If this doesn't solve the prob- 
lem, or if you have an internal modem, you may 
need to reinstall the modem's drivers. Right- 
click the My Computer icon, select Properties 
from the context menu, click the Hardware tab, 
and then click the Device Manager button. 
Double-click Modems, right-click your modem, 
and then select Update Drivers. 

You may see the error message while using 
the RAS (Remote Access Service) feature, 
which lets you dial into a computer to retrieve 
files remotely. Enter the Device Manager, dou- 
ble-click Network Adapters, right-click RAS 
Async Adapter, select Properties from the con- 
text menu, and then click Update Drivers. 

Error Message: "Rundll32.exe Has 
Performed An Illegal Operation" 

Translation: If your PC runs Windows 95, 
this message may appear when you uninstall a 
modem. Win95 generates the message if it tries 
to update its modem list before it completely 
removes your modem from the list. 

Solution: You can avoid this message by 
using the Device Manager or Modem 
Properties to uninstall the modem. (If you 
leave both windows open while uninstalling 
the modem, the error message may appear.) 
To uninstall a modem via the Device Manager, 
right-click My Computer, click Properties, 
click the Device Manager tab, double-click 
Modems, and then click your modem. Click 
Remove and then click OK in the Confirm 
Device Removal dialog box. To uninstall a 
modem via Modem Properties, click Start, 
Settings, Control Panel, and then double-click 
Modems. Click the appropriate modem under 
The Following Modems Are Set Up On This 
Computer, and then click Remove. 

Broadband Errors 

Error Message: "Your Network Config- 
uration Is Not Complete" 

Translation: This message may appear 
when you use Win98SE's ICS (Internet Con- 
nection Sharing) to share your Internet connec- 
tion with other computers. The error message 
means either that your computer has only one 
network card or that one of the two network 
cards is not correctly installed. 

Solution: ICS requires a computer that has 
two functional network cards. The first net- 
work card connects to your broadband Internet 
connection (such as a cable modem) and the 
second network card connects the PC with 

PC Errors • 129 



Online Communications 



which you want share the connection. If your 
PC has only one Ethernet port, add another 
Ethernet network card. If you already have two 
Ethernet ports, reinstall the cards' drivers. 
(Download the latest drivers from the Web.) 

Error Message: "Fatal Exception OE 
At 0028:c001545a; Exception OE At 
0028:c81oa23a In vxd AFVXD (01) 
+0000164a called from 0028:c00457ec in 
vxd ND15 (01) + 0000 4860" 

Translation: You may encounter this error 
while surfing the Internet if you have a cable 
modem and Windows 98. 

Solution: You'll need to edit the Windows 
Registry to fix this problem. If you damage the 
Registry, Windows may not start (in which case 
you might need to reinstall Windows), so be 
sure to back up the Registry before you change 
its contents. To back up the Registry, click Start, 
Run, and then type regedit in the Open field. 
Next, click File, Export. Enter a name for your 
backed up Registry in the File Name box, and 
then select the folder in which you want to save 
the Registry. Click the All radio button under 
Export Range, and then click Save. 



Once you have backed up the Registry, click 
Start, Settings, Control Panel, and then double- 
click the Add /Remove Programs icon. Click 
the Windows Setup tab, double-click Com- 
munications, and then remove the check from 
the Dial-Up Networking box. Click OK, and 
then click OK again when the Dial-Up 
Networking dialog box appears. Restart your 
computer. 

Next, reenter the Registry and then delete 
all WinSock2 keys from these Registry folders: 

• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSet\Services\VXD\AFVXD 

• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSet\Services\VXD\DHCP 

• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSet\Services\VXD\MSTCP 

• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSet\Services\VXD\Winsock 

• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSet\Services\VXD\Winsock2 

• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSetX Services \ Winsock 

• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSet\Services\Winsock2 



Most Confusing Error Message 



Error Message: Invalid page fault in module: kernel32.dll At 015f:bff766f6 

Translation: Generally speaking, users only encounter networking errors when they try 
to connect to the Internet or a network. However, you might find yourself 
facing a modem problem while using Microsoft Windows Media Player. 
When this error occurs, a blue screen displays the above error message, 
which indicates that your modem does not have the correct drivers. 

Solution: Fortunately, fixing the problem is much easier than deciphering the cryptic 

message. Chances are, the modem manufacturer's Web site offers driver 
downloads. If so, determine your modem's model number and then down- 
load the appropriate drivers from the Web site. 

To install new drivers, right-click My Computer, click Properties, click 
the Hardware tab, and then click Device Manager. Double-click 

Modems, right-click your modem, and then 
select Update Driver from the context menu. In 
the Hardware Update Wizard, click the Install 
From A List Or Specific Location (Advanced) 
radio button and then Next. Click the Don't 
Search. I Will Choose The Driver To Install 
radio button, and then click Next. Select your 
modem from the Models list and then click 
Have Disk. When the Install From Disk dialog 
box appears, click Browse, navigate to your 
new drivers, and then click Open. Complete the 
wizard to install the new drivers. □ 




• HKEY_LOCAL_MACHINE\System\ 
CurrentControlSet\Services\RemoteAccess\ 
Authentication\SMM_Files. 
Close the Registry. Click Start, Settings, 
Control Panel. Double-click Add /Remove Pro- 
grams, click Windows Setup, double-click 
Communications, and then check the Dial-Up 
Networking box. Click OK and restart your PC. 

Error Message: "Your network is config- 
ured such that you cannot make phone 
calls" or "You cannot make phone calls 
or start voice or video conversations 
with Windows Messenger" 

Translation: One of these messages may 
appear if you have a Linksys EtherFast cable/ 
DSL modem that has version 1.38 or older 
firmware. The problem prevents network 
users from using Windows Messenger's Voice- 
and Video Conversation features. 

Solution: You can resolve this problem by 
downloading the latest firmware version from 
Linksys. Visit www.linksys.com/support. 
Click Technical Support, Product Pages, and 
select Driver /Firmware from the Search For 
dropdown menu. Next, select your model 
and OS, and click Firmware. Affected Link- 
sys models include BEFSR11, BEFSR41, 
BEFSR41W, BEFSR81, BEFSRU31, BEFSX41, 
BEFVP41, and HPRO200. 

Error Message: "RawESR.sys Cannot Be 
Found" 

Translation: This message may appear if 
you have WinXP and your ISP requires a user- 
name and password. SBC DSL service users 
may encounter this error. 

Solution: To create a new DSL connection, 
click Start, Control Panel, and then double- 
click Internet Options (if you don't see this 
icon, click Switch To Classic View on the left to 
display Control Panel icons). Click Setup to 
start the New Connection Wizard and then 
click Next. Click the Connect To The Internet 
radio button, and then click Next again. Click 
the Set Up My Connection Manually radio but- 
ton, Next. Click Connect Using A Broadband 
Connection That Requires Using A User Name 
And Password and then click Next. Enter a 
name for your connection in the ISP Name 
box, click Next, and then enter your connec- 
tion's username and password. Click Next, 
check the Add A Shortcut To This Connection 
To My Desktop box, and then click Finish. You 
can use the shortcut to access the Internet. ® 

by Joshua Gulick 



130» PC Errors 



Online Communications 



Browser Errors 

What You Can Do 
When The Surf's Not Up 



Thomas Jefferson once said, 'Ignorance is 
preferable to error, and he is less remote 
from the truth who believes nothing 
than he who believes what is wrong." Al- 
though Jefferson was talking about beliefs in 
the 18th century, anyone who has ever used a 
computer in this century can identify with the 
sentiment. There you are, happily surfing the 
Web, and suddenly the error message Iexplore 
Caused An Invalid Page Fault In Module 
Urlmon.dll pops up. Say what? Many error 
messages are so confusing or misguid- 
ing that they lead you further away 
from understanding what's really 
going on. 

But error messages are a fact of Web 
browsing life, and deep down you 
know ignorance isn't the best way to 
handle them. Understanding what an 
error message means and how to solve 
the problem will lead to more produc- 
tive surfing in the future. So here are 
interpretations of the more common 
error messages and solutions to keep 
them from reappearing. 

Netscape 

Error Message: "Error 214, File 
Not Found" 

Translation: This message some- 
times appears when you're installing 
Netscape 7. (It also appears occasional- 
ly when installing earlier versions of 
Netscape, including Netscape 6. We 
recommend you install the most recent 
version of the software, however.) The mes- 
sage may appear if you downloaded the soft- 
ware during a server or connection glitch or if 
you had already installed some of the 
Netscape plug-ins prior to attempted Netscape 
7 installation. 

Solution: Exit the setup process and com- 
pletely turn off your PC. Restart your comput- 
er. Once the startup is complete, exit any run- 
ning programs, including virus-protection 
software. These programs are located in the 



System Tray, at the far right of the Taskbar. 
Restart the setup process by launching the 
Netscape installation file. 

Error Message: "XX Could Not Be 
Found. Please check the name and try 
again." 

Translation: The XX represents the Web 
site you're attempting to connect to, such as 
www.smartcomputing.com. If this message 
occurs in a dialog box when you're launching 



the software, it's possible that your Internet 
connection is down. Each browser provides its 
own error message for this situation, although 
the other browsers' messages tend to be more 
self-explanatory. (For instance, AOL users see 
"Unable to connect to the AOL Service.") 

Solution: Yes, it's fairly obvious; check 
your Internet connection. Make sure all cables 
and lines are securely connected, and if you're 
on a dial-up connection, ensure the phone is 
not in use by another person or application. 



You can view the status of the connection by 
placing your pointer over the icon in the 
System Tray. 

Error Message: "Internal Page Fault" 

Translation: If you're visiting a site that 
uses Shockwave or Flash, as an increasing 
number of sites do these days, you may see 
this message. The Shockwave or Flash player 
you have is old and not compatible with 
Netscape. 

Solution: Go to the Macromedia site at 
www.macromedia.com and download and 
install the latest version of Shockwave or 
Flash. Also, be aware this message may appear 
when using other software that is not current, 
and you may need to download another pro- 
gram, such as an image viewer. 



Error 




Message: "Invalid Page Fault" 
Translation: This message occurs 
in multiple situations. One common 
instance is when you're launching 
Netscape by clicking your profile in 
the Profile Manager. Another is when 
you're printing a Web page. 

Solution: In the first situation, it's 
possible you have a corrupted plug- 
in associated with your profile. Head 
to wp.netscape.com/plugins/manag 
er.html to view your plug-ins; here 
you can download and reinstall 
them. In the second case, make sure 
printer drivers are up-to-date by con- 
tacting the manufacturer. If they are, 
your cache may be full. Empty it by 
going to the Edit menu, selecting 
Preferences, clicking Advanced, and 
clicking Cache. Select the Clear Cache 
(version 7) or Clear Disk Cache (ver- 
sion 6) button. Click OK. 



Error Message: "JavaScript 

Error" 

Translation: HTML program- 
mers commonly use JavaScript, a scripting lan- 
guage that spices up Web pages. For example, 
JavaScript makes possible image rollovers, or 
characters that change when you place the 
pointer over them. If JavaScript is not enabled 
in your browser, this message may appear in a 
dialog box, and your only possible action is to 
click OK. 

Solution: Enable JavaScript by going to the 
Edit menu and selecting Preferences. In the 
Category box on the left, click the Advanced 



PC Errors • 131 



Online Communications 



heading and then the Scripts & Windows (ver- 
sion 6.x) or Scripts & Plugins (version 7.x) sub- 
heading. Place a check mark in the Navigator 
checkbox under Enable JavaScript For. Click 
OK. Depending on your version, you may be 
able to turn off JavaScript error messages 
entirely— although the error will still exist— by 
choosing the Debug subheading in the 
Preferences window and unchecking Show 
Strict JavaScript Warnings. 

Mozilla 

Error Message: "Mozilla cannot use 
the profile 'default' because it is in 
use. Please choose another profile or 
create a new one/' 

Translation: This message may appear 
when you begin to launch Mozilla, even 
though it is apparently contradictory, as it 
implies your profile is in use but you 
haven't yet opened the software pro- 
gram. That's because you probably have 
Netscape already running. Mozilla shares 
many files with later versions of Netscape, 
including profiles, and it recognizes the 
open profile. 

Solution: The easy solution is to close 
Netscape and log onto Mozilla. But doing so 
may lead to lost bookmarks, email, or other 
settings in either program. We recognize that 
Mozilla users as a group tend to be sophisticat- 
ed Internet users, and you may use multiple 
browsers. This should be fine as long as you 
use separate profiles, so follow the on-screen 
instructions for creating a new profile and use 
it each time you use Mozilla. 

Error Message: "Operation Timed Out" 

Translation: When you attempt to connect 
to a slow Web site, if the site does not load in a 
"reasonable" amount of time— Mozilla's 
default value is 30 seconds— this message 
appears. 

Solution: Increase the amount of time 
Mozilla will contact a Web site. Type 
about:config in Mozilla's address bar to call 
up a list of Mozilla's options. Scroll down until 
you see the option network.http.connect.time- 
out. Highlight the option, right-click it, and 
select Modify. In the Enter Integer Value dia- 
log box, type the desired amount of time, in 
seconds, and click OK. 

Error Message: "Redirection Limit For 
This URL Exceeded. Unable To Load 
The Requested Page." 

132» PC Errors 



Translation: You're visiting a Web site 
that is attempting to redirect you to another 
page, but the redirection is not happening. 
This is likely because you have blocked cook- 
ies the server is trying to place on your hard 
disk; servers may need to place cookies before 
they complete a redirection. When the server 



Shockwave Player Download Center 



Windows Version Download 



ii [IE 



Clicking the Download Now" button m 






i ■ ;.4 ="-!' ' "i= is i ii" :fthi 




. 









4. '.'.'hen the Macromedia Shockwave Playei movie begins playing, join ' 
If you have installation questions or need help t : -'hIIi I j - 

nsing, developing Shockwave 



Downloading the latest version of Shockwave can cut 
down on Internal Page Fault errors in Netscape. 

cannot place a cookie, it tries repeatedly until 
this error message appears. 

Solution: Make cookie settings less restric- 
tive. You don't have to do this globally; you 
can do it individually by site. Go to the Tools 
menu, choose Cookie Manager, and select 



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se;;-"gs. a-e*e-e-"-:es. ^c- j ---?--:s. 
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items in your user profile. 



Available Profiles 
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Mozilla and Netscape recognize the same 
profiles. This message may mean you 
already have a version of Netscape running. 

Allow Cookies From This Site. When the 
Cookie Permissions Changed dialog box 
appears, click OK. 

Error Message: "Java Not Installed" or 
"Java Not Enabled" 



Translation: You may think that Java is 
working perfectly fine, but apparently Mozilla 
disagrees. 

Solution: First, select Preferences from the 
Edit menu, click the Advanced category, and 
make sure Enable Java is checked. Click OK. 
Open your computer's Control Panel and dou- 
ble-click the Java Plug-in icon (in Windows 
XP, use the Classic view). Select the 
Browser tab. Make sure Mozilla is checked 
and click Apply. This should take care of 
the problem. To confirm, type about:plug- 
ins in Mozilla's address bar and view the 
various Java Plug-in entries (scroll down to 
see the entire list); each will have Yes under 
the Enabled box. 

Opera 

Error Message: "Your Current Login 
Session Is Expired, Please Re-Login 
Before Using Our Services." 

Translation: You may have already dis- 
covered Opera handles cookies differently 
than most other browsers. In order to log 
onto a Web site, you must enable cookies in 
your browser or the above message 
appears. (Opera is working on changing 
this feature in future browser versions.) 

Solution: From the File menu, click 
Preferences. Select Privacy and place a check 
mark in the box next to Enable Cookies. 
Sometimes, however, even when cookies are 
enabled, you may receive an error message 
that states your browser doesn't support cook- 
ies. If so, according to the folks at Opera, the 
reason this happens is the remote server is 
looking for Netscape or Internet Explorer and 
doesn't recognize Opera. There's not much 
you can do to solve this problem. 

Error Message: "Could Not Find 
Acrobat External Window(s) Handler." 

Translation: You're trying to view an 
Adobe Acrobat file— one with a PDF exten- 
sion—but you get this message instead. You 
likely either do not have the Adobe Acrobat 
Reader, or the reader is corrupt. 

Solution: Your best bet is to install a clean 
copy of the software. To uninstall the Adobe 
Reader, use the Add/Remove Programs op- 
tion in your Control Panel. Then, go to 
www.adobe.com/products/acrobat/read- 
step2.html and download the latest copy. There 
are also several workarounds. You can open 
Adobe Reader first and then try to open the 
PDF file in Opera. Or, disable Web Browser 



Online Communications 



Integration in Adobe Reader so that the file 
automatically opens in Adobe Reader rather 
than a browser. In Adobe Reader 6.0 (instruc- 
tions vary slightly in earlier versions), select 
Preferences from the Edit menu. Click Internet. 
Deselect Display PDF In Browser. Click OK. 

Error Message: "Upgrade Your 
Browser" or "Browser Unsupported" 

Translation: Developers design Web sites 
with particular browsers in mind. If you've ever 
experimented with Netscape or IE, you may 
have noticed some sites look different in the 
two browsers. Unfortunately for Opera users, 
some designers write browser detection script 
that looks for Netscape or IE, and if the script 
doesn't find either, the site is inaccessible. 

Solution: You can configure Opera to 
"pretend" it is the widely used IE. In the 
Preferences dialog box, click Network. In 
the drop-down menu next to Browser 
Identification, select Identify As MSIE 6.0 (or 
the latest available version of IE). Click Apply 
and click OK. 

Error Message: "Permission Denied" 

Translation: The remote server does not 
want you to access it. If you have a personal 
firewall, it's likely you have a proxy connec- 
tion, and in Opera, a common cause of this 
message is incorrect proxy settings. Don't 
know what a proxy is? A proxy server receives 
Web page requests from a user, fetches the 
page from the Internet, and then serves it to 
the computer that requested it in a process 
transparent to the user. 



Solution: Check your proxy settings. Read 
the documentation for your personal firewall, 
or, if you're on a network, ask your system 
administrator to verify the correct settings. 
Then, in the Preferences dialog box, select 
Network. Click the Proxy Servers button. 
Verify that the host name and port numbers 
are correct; if not, edit them now. Click OK, 
and click OK again. 

AOL 

Error Message: "Unable To Connect To 
The AOL Service" 

Translation: The error message is clear, 
but what isn't so obvious is why you can't con- 
nect to the service. If you've tried the usual 
culprits, such as a loose cable or phone line, or 
a family member using the same telephone 
line your dial-up service uses, the problem 
may be with your AOL location configuration. 

Solution: AOL locations are the places 
from which you connect to AOL. Typical desk- 
top users will use the same location each time 
they log on, but others may use more than one 
location. For instance, suppose you have a 
notebook. You use it to connect to AOL both at 
home, where you use a dial-up connection, 
and at an office, where you have a broadband 
connection. You must sign on using the appro- 
priate location. On the Sign On screen, click 
the drop-down menu next to Location, choose 
the correct location, and sign onto AOL. 

Error Message: "AOL Has To Reset 
Your Connection" 



Translation: This message appears when 
you have been online and the connection fails. 
Like the prior error message, the statement is 
clear, but the possible causes are numerous. 
The problem could be with your modem or 
router, or it could be on the AOL side. 

Solution: AOL has a Fix It For Me button at 
the bottom left of this error message that goes 
through the necessary steps to re-establish the 
connection and attempt to keep it from reoc- 
curring. Click the button to launch the 
Abnormal Disconnect dialog box. Save any 
open work, ensure your modem is turned on 
and connected to the computer, and click 
Continue. Follow the on-screen instructions. 

Error Message: "An AOL Error Has 
Occurred." 

Translation: In another case of stating the 
obvious, this error message tells you there's a 
problem but it doesn't say why. It can occur 
when you're browsing the Web— perhaps the 
program is incompatible with another open 
program— and it can also occur in other situa- 
tions. What it means is you need to close 
almost every program running on your PC 
and reopen only the necessary ones. 

Solution: Open the Windows Task 
Manager (in WinXP) by pressing and holding 
down CTRL-ALT-DEL. In the Applications 
tab, highlight each program and click the End 
Task button. Once the Applications tab is 
empty, close the Windows Task Manager. 
Then, launch AOL again. (If you're using an 
earlier OS, such as Windows 98, press CTRL- 
ALT-DEL to open the Close Program window, 



Most Common Error Message 



Error Message: "Page Cannot Be Displayed" 

Translation: This is by far the most common error message we've experienced when 
browsing the Web. It generally means you've asked the Web browser to 
deliver a Web page it can't find. The reason may be that the file doesn't exist 
(for more information on "404 not found" and related messages see the article 
"General Online Error Messages" on page 123), but there are multiple other 
causes, including technical difficulties and incompatible software. 

Solution: The solution for most browsers is to check your Internet connection, check the 

Web site address, and try again. But AOL users have an additional tool, called 
the Web Browser Auto Fix, which diagnoses and fixes the problem. Open the 
software but do not connect to AOL. Click Help on the AOL toolbar and then 
click AOL Help. Select the Index tab. Type FIX in the text field and then press 
Enter on your keyboard. Solving Common AOL Problems appears. Simply follow 
the on-screen instructions. □ 



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then click Internet Options. On the Advanced tab, scroll 
to the Security section and check settings for SSL 2 0.. SSL 
3.0, TLS l.O, PCT 1.0. 



PC Errors • 133 



Online Communications 



and close every program except Explorer and 

Systray.) 

Error Message: "Not Implemented" 

Translation: This may occur when you're 
viewing a Web page that the AOL browser 
cannot read correctly. It often happens when 
you're submitting an online form. 

Solution: There's not much you can do, as 
this usually happens because the Web page 
designer has included code the AOL browser 
cannot handle. As we mentioned in the Opera 
section, designers typically design with partic- 
ular browsers in mind, especially IE, the most 
commonly used Web browser. If you get this 
message, you may want to help yourself and 
future visitors by emailing the site's contacts 
and notifying them of the problem. Look for 
contact information on the Web site. 

Error Message: "Too Much Network 
Traffic" 

Translation: Too many people are trying 
to visit the same Web site you are, and the site 
can't handle the traffic. If you get this message 
often, however, the cause is possibly your 
browser cache. When you visit Web sites, 
the browser stores a copy of them on 
your hard drive for faster loading in the 
future. When this cache is full, this mes- 
sage may appear. 

Solution: Click the Settings icon on 
the AOL toolbar. In the Settings: 
Essentials dialog box, select the Essentials 
tab and click Internet [Web] Options. In 
the Internet Options dialog box on the 
General tab under the Temporary 
Internet Files section, click the Delete 
Files button. Wait a moment as the soft- 
ware empties out your cache and click 
OK. 



Most Hilarious Error Message 



Error Message: "Sorry, You Do Not Have Permission To Press This Key" 

Translation: Excuse me? Yes, this message really did happen to us. We were filling 
out an online survey, and we attempted to type the letter a in a text 
field. We tried the letter b and got 
the same result. Who is this site to 
tell us that we can't press a letter 
on our computer keyboard? 

Solution: Because the error message was 

in a dialog box titled JavaScript Application, we knew the problem didn't 
lie with our keyboard— plus, we'd used it just fine in filling out other 
online forms— and rather was because the Web page designer had 
used some incorrect code. We emailed the Webmaster to let the site 
know about the problem. A few days later, the site was fixed. □ 




Web page from where you can download the 
appropriate plug-in. Click the download but- 
ton or link— it will vary by Web site— and 
write down the location the file is being saved 
to. Close AOL. Go to My Computer (via an 
icon on your Desktop or through your Start 



5;?-: ■?-' ex; 
Languages 
Personal information 
-irve- :=■:; 

'■> Skin 

Toolbars and menus 
Mouse and keyboard 

Sounds 
Fonts 

Page style 

Multimedia 
uJ --cc-ams and paths 

File types 
Default application 



Browser identic :■=:::■" 



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| Cancel | | Apply 



By configuring Opera to "masquerade" as Internet Explorer, 
you may encounter fewer error messages while browsing. 



Error Message: "You Do Not Have The 
Plug-In Needed To View The 'Applica- 
tion/Plug-In' Type Of Information On 
This Page. To Get The Plug-In Now, 
Click View Plug-In Directory" 

Translation: Plug-ins are scripts, utilities, 
or instructions that add to the functionality of 
a program without changing the program's 
base code. The Macromedia Shockwave plug- 
in, for example, allows special animated Web 
content to be displayed in the AOL browser. 
When you visit a Web site that requires a plug- 
in you don't have, this message appears. 

Solution: Click the View Plug-In Directory 
button on the message. This takes you to a 



menu) and browse to the saved file. Double- 
click to install it. Once installation is complete, 
relaunch AOL and revisit the Web page. 

Internet Explorer 

Primarily Windows XP 

Error Message: "Setup Has Detected A 
Newer Version Of Internet Explorer 
Already Installed On This System. 
Setup Cannot Continue" 

Translation: By default, Internet Explorer 
6 is installed on all versions of WinXP, and you 
won't need to install IE. But if the software is 
corrupted, you may wish to reinstall IE 6. In 



some reinstallations, this error message 
appears. 

Solution: WARNING! There, did we get 
your attention? There is a solution to this prob- 
lem, but it involves editing the Registry, the 
database that contains information about user 
preferences and system configuration. 
Use extreme caution when editing the 
Registry because errors in it can disable 
Windows and prevent the PC from boot- 
ing. First, we recommend you visit the 
Smart Computing Web site and search for 
articles on the Registry. Then, if you're 
an experienced PC user, log on as an 
administrator, click Start, and click Run. 
In the Open box, type regedit, and click 
OK. Locate the appropriate Registry sub- 
key, right-click the IsInstalled(REG_D 
WORD) value, and then click Modify. 
Use the following Registry key: HKEY 
_LOCAL_MACHINE\SOFTWARE\ 
MICROSOFTXACTIVE SETUPMN 
STALLED COMPONENTSX {89820200- 
ECBD-llcf-8B85-00AA005B4383} Change the 
value data from 1 to 0. Click OK. Quit Registry 
Editor and then install Internet Explorer 6. 

Error Message: "Internet Explorer Has 
Encountered A Problem And Needs To 
Close. We Are Sorry For The Incon- 
venience." 

Translation: Crashes are a fact of comput- 
ing life, and when it happens while you're 
using IE on your WinXP machine, this mes- 
sage may appear. Fortunately, you can use the 
Internet Explorer Error Reporting tool, 
installed by default on WinXP, to diagnose the 
problem. (A variation of the message appears 



134» PC Errors 



Online Communications 



in earlier Windows versions, but if you do not 
have the error-reporting tool, the following 
solution is unavailable to you, and Microsoft 
instead recommends you restart your comput- 
er or contact the program vendor.) 

Solution: After IE closes, you'll see a dialog 
box that says, "Please tell Microsoft about this 
problem. We have created an error report that 
you can send to help us improve Internet 
Explorer. We will treat this report as confiden- 
tial and anonymous." Click the Send Error 
Report button to send that information to 
Microsoft so the company can work on creat- 
ing a fix or workaround. If one already exists, 
you'll see a More Information link. Click it and 
you'll often be transported to a Microsoft Web 
page with specific instructions on how to pre- 
vent a future similar crash. 

Error Message: "Problems With This 
Web Page Might Prevent It From Being 
Displayed Properly Or Functioning 
Properly. In The Future You Can 
Display This Message By Double- 
Clicking The Warning Icon Displayed 
In The Status Bar/' 

Translation: The message is fairly straight- 
forward; it's telling you that the HTML code in 
the Web page you're visiting doesn't display 
properly in your IE browser. This message 
occurs in IE 6 and earlier versions. 

Solution: First, determine whether the 
problem lies with the page in particular or 
your browser settings in general. If the error 
doesn't exist on other pages, or exists only 
infrequently, it's likely the error is in the 
page design, and you can't do much about it. 
(You may try to view the page in another 
browser, such as Mozilla or Opera, on your 
system.) If this is a widespread problem, 
check any antivirus or firewall programs on 
your system to ensure they aren't blocking 
scripts, ActiveX controls or Java applets. 
Cleaning out your cache, cookie file and his- 
tory may also help. Go to the Tools menu and 
select Internet Options. On the General tab, 
click the Delete Files, Delete Cookies, and 
Clear History buttons, responding affirma- 
tively to their prompts. Click OK to close the 
Internet Options dialog box. 

Error Message: "Internet Explorer 
Script Error. An error has occurred in 
the script on this page. Line: 49 Char: 1 
Error: This command is unavailable 
because the license to use this applica- 
tion has expired. Code: URL: 



A^ AOL has to reset your connection. (02-04007) 



Your connection to the AOL Service has been interrupted. 



To fix the problem try this first 



■ AOL Auto Fix: Click Fix It For Me to have AOL automatically go 
through the steps to correct the problem. 



If the problem continues try one or all of the fcllc-\inci (scroll down for 
more information): 



1 Check your Internet connection. 

2 Try having A Q L automatically detect your available connections. 



If these actions do not resolve the problem, click Get Help for more 
information. Click Print to print this error message for your reference. 



iJ 



AOL's "Fix It For Me" button can help you re- 
establish communications when you lose con- 
nections to Web sites. 

res://C:\PROGRA~l\MICROS~l\OFF 
ICE10\EXCEL.EXE\3000 Do you want 
to continue running scripts on this 
page?" 

Translation: There are a variety of known 
script errors. The clue to this one is in the 
URL; it shows that the trouble lies when you 
have an inactivated copy of Excel 2002 on 
your hard drive. For other script errors, look 
at the URL line for hints as to the cause. 

Solution: Go to Start, All Programs, 
Microsoft Office Tools, and click Activate 
Product. Follow the on-screen steps of the 
activation wizard. When done, click Finish. 

Error Message: "Error. A Runtime Er- 
ror Has Occurred. Do You Wish To 
Debug?" 

Translation: Unlike the previous error 
message, where you didn't fully install and 



activate an Office product, this situation may 
occur after you install Office 2003. If you 
select Web Debugging during the Office 2003 
installation, IE's disable script debugging fea- 
ture is turned off, and you must reconfig- 
ure it. 

Solution: In IE's Internet Options dialog 
box select the Advanced tab. In the Settings 
menu, under Browsing, place a check mark in 
the Disable Script Debugging box. Make sure 
the Display A Notification About Every 
Script Error checkbox is empty. Click OK. 

Error Message: "Unable To Down- 
load An Appropriate Decompressor. 
(Error=80040200)" or "One Or More 
Codecs Required To Open This 
Content Could Not Be Found. 
(Error=C00D10Dl)" 

Translation: You're visiting a Web page 
that contains a media file. You click the file to 
launch Windows Media Player, but if you do 
not have the required decompressor soft- 
ware, the file will not play. 

Solution: Possible causes include an out- 
dated version of IE, but if you're running IE 6 
on WinXP, it could be that your security set- 
tings are too high. Open IE's Internet Options 
dialog box. Choose the Security tab. Under 
Security Level For This Zone, click the 
Default Level button. Is the slider set to 
High? Then move it to Medium, click OK, 
and restart your computer. 

Error Message: "IEXPLORE Caused 
An Invalid Page Fault In Module KER- 
NEL32.DLL At 025f:Bff87ede" or 



Most Unusual Error Message 



Error Message: "Object Doesn't Support This Property Or Method. :'Oninove'" 

Translation: This error message occurs when you're using a WinXP machine with IE 
and Commerce Server 2000 BizDesk or IE6 and Commerce Server 
2000 BizDesk, and you arrange assigned properties within a product 
definition. 

Solution: The odds of coming across this error message are, well, fairly slim, and 

we expect you probably won't be referring to this information often. Still, 
if you see the error message, resolve the problem by opening the 
BizDesk site folder on the drive where you unpacked your Commerce 
site. Locate the Common.asp file. Open Common.asp in a text editor 
and change all instances of OnMove to OnMovex. Then, in BizDesk site 
folder that you opened earlier, locate the Edit_ProductDefinition.asp file. 
Open this file in a text editor, as well, and change all instances of 
OnMove to OnMovex. □ 



PC Errors • 135 



Online Communications 



Most Confusing Error Message 



Error Message: "Invalid DHCP Lease" 

Translation: Try as we could, we couldn't figure out a plausible phrase that fit the 
acronym until we searched the Microsoft Knowledge Base. Doesn't 
Have Complete Priority? Dogs Hate Cat People? Don't Hassle 
Computer Pros? Turns out, DHCP stands for a Dynamic Host 
Configuration Profile. If you use a cable modem, it may try to 
automatically obtain an IP address from a DHCP server. Meanwhile, 
WinXP is automatically assigning an IP address, and the two may 
conflict. When this happens, IE produces this error message. 

Solution: The workaround solution depends upon whether you're using a one- 

way cable modem or a two-way cable modem, and fixing the problem 
entirely may involve modifying your registry, so this is a procedure best 
left to the experts. Contact your ISP for further instructions. □ 



"IEXPLORE Caused An Invalid Page 
Fault In Module <Unknown> At 
0000.78581f00." (The latter portion of 
the message may include different 
numbers or symbols.) 

Translation: Radiate, also known as 
Aureate, is adware related to banner ads you 
view in your browser. The Radiate software 
monitors which banner ads you click and 
how much time you spend reading a given 
banner. You may not have heard of Radiate, 
but at one point it was behind more than 250 
shareware programs, and it may cause this 
message to appear when you're closing IE. 

Solution: We don't recommend it in most 
cases, but your best option is to do nothing. 
The error message doesn't prevent you from 
doing what you were attempting to do- 
close the IE program— so go head and close 
it. The Aureate company appears to be 
defunct, so this error message soon should 
cease to exist. 

Primarily Windows 98/Me 

Error Message: "ERROR: OE: 0028: 
C0012D2C" followed by 

"ERROR: 0D: 0246: XXXXXXXX Press 
Key To Continue." (The eight-digit 
string of Xs stands for the memory 
location.) 

Translation: Windows Me users may see 
a black screen followed by this error message 
in a number of situations. The most common 
situations are if you have software incompat- 
ible with IE or a damaged copy of IE. 

Solution: Antivirus or personal firewalls 
may be incompatible with your version of IE. 



An easy fix would be to remove these 
programs, but they can be essential to the 
smooth operation of your PC, so we re- 
commend you download and install a new 
copy of IE or attempt to repair your current 
version. Click Start, Settings, and open your 
Control Panel. Double-click Add/Remove 



Internet Explorer 



You chose to end the nonresponsive program, Internet 
Explorer. 



The program is not responding. 

Please tell Microsoft about this problem. 

To see what da ontains, ck here. 

Send Error Report Don't Send 



The Internet Explorer Error Reporting tool sends 
information to Microsoft that can help pinpoint 
what is wrong with your browser. 



Programs. Select Microsoft Internet Explorer 
5.x And Internet Tools, click Add/Remove, 
and click Repair Internet Explorer. Click 
OK, click Yes to repair the installation, 
and then restart the computer when you are 
prompted. 

Error Message: "HTTP Error 403 
Forbidden Internet Explorer. You Are 
Not Authorized To View This Page. 
You Might Not Have Permission To 
View This Directory Or Page Using 
The Credentials You Supplied/' 

Translation: Don't let the first part of the 
message fool you. (For more information 
about the HTTP 403 errors, see the article 



"General Online Error Messages" elsewhere 
in this section.) If you're a Win98 user access- 
ing the Windows Update Web site, you 
might get the following message. 

Solution: Clear out your cache by opening 
the Internet Options dialog box and clicking 
the Delete Files button on the General tab. 
Click OK. Click OK to close the dialog box. 
Go to the Tools menu and select Windows 
Update. 

Error Message: "Page Cannot Be 
Displayed" 

Translation: This message appears fre- 
quently and in a range of situations— that's 
why it's our Most Common Error Message 
(see sidebar), but one situation deserves spe- 
cial mention here. Win98 users who install 
and uninstall the popular Gator program 
may still have an incompatibility that causes 
this error. 

Solution: When you installed Gator, you 
also likely installed OfferCompanion. 
Removing Gator doesn't ensure removal of 
OfferCompanion, which can interfere with 
IE. In the Add /Remove Programs Properties 
dialog box, click OfferCompanion, and click 
Remove. Follow the on-screen instructions 
and restart the computer when prompted. 

Error Message: "Unable To Print Doc- 
ument, Either Document's Application 
Is Not Installed Correctly, There Is 
Not Enough Memory To Load The 
Application, Or This Application Does 
Not Support Printing (For Example 
Sound Files Can Not Be Printed)" 

Translation: Win98 users who select Print 
All Linked Documents may run into this 
error when they try to print Web pages, espe- 
cially if on a slower dial-up connection. 

Solution: Print the Web pages while 
offline. First, you must download the Web 
page and its linked pages. In IE 5, go to the 
Favorites menu and select Add To Favorites. 
Check the Make Available Offline box and 
then click the Customize button. The wizard 
will walk you through adding linked pages. 
When finished, close IE and disconnect. Start 
IE, go to the File menu, and select Work 
Offline. Find the Web page in the favorites 
list, go to the File menu, select Print, and 
select the Print All Linked Documents check- 
box. Click OK. m 

by Heidi V. Anderson 



136» PC Errors 



Hardware 



Memory, CPU, BIOS & Port 
Headaches 



Tough Solutions For 
Tough Issues 

If buggy application and OS errors are a 
royal pain in your backside, then you'll 
probably agree that Processor, Memory, 
and other BIOS (Basic Input/Output System)- 
level errors can be a bone-jarring sort of dis- 
turbance. A fleeting Windows GPF (General 
Protection Fault) error has nothing on the sort 
of issue that renders your machine complete- 
ly useless. You could even fix the problem 
with an OS reinstall, if your rig would actual- 
ly boot, that is. Hardware-level errors like 
these are also often the most difficult to diag- 
nose because the root cause could be a setting 
or the fact that you are dealing with a physi- 
cal configuration problem or physical damage 
to a component. Well cover some of the most 
common and plaguing hardware-related 
error messages here, from the benign nui- 
sances to the big ugly errors that keep your 
system offline for days or weeks. 

Bad Mojo In Your BIOS 

When bad things happen to good BIOS 
images, your system can sometimes act like it 
is possessed. Fear not, here are solutions to a 
few common problems, sans the voodoo doll 
pin sticking. 

Error Message: "BIOS ROM checksum 
error— System Halted, Insert Disk" 

Translation: We might as well tackle the 
tough one first here, folks. This one in particular 
has caused many a late night and numerous 
cases of heartburn to be sure. This occurs when 
you have corrupted your computing system's 
BIOS image somehow, like with a failed flash 
attempt, for example. Shorting the jumper on 
your motherboard for clearing CMOS (comple- 
mentary metal-oxide semiconductor) may or 
may not get you back up and running. 
However, depending on your particular BIOS 
version and its capability, you should be able to 
restore a clean BIOS image through the follow- 
ing flash method. 




Solution: Assuming you have access to 
another machine to work with, create a 
bootable floppy disk, either DOS-based or 
Windows-based. Copy the BIOS flash loader 
utility for your BIOS type (usually either 
Award or AMI) onto the disk, as well as the 
latest version of your motherboard's BIOS. 
Most likely you can find both the latest BIOS 
file and the flash utility on your motherboard 
manufacturer's Web site. If your machine is 
actually prompting you to "insert disk and 
strike any key," then you're almost done. The 
flash utility will automatically load and flash 
the BIOS or prompt you to enter the BIOS file 
name to flash. Make sure you jot down the 
exact name of the BIOS file in case you need 
it for this process. 

For AMI BIOS types and other versions of 
Award's flash utility, you can follow the 
same syntax convention but obviously you 
need to replace the AWDFLASH command 
with the proper flash utility command that is 
specific to your motherboard BIOS. Upon 
power up, with this floppy disk in your 



drive, the AUTOEXEC.BAT file should load 
the flash utility and BIOS file for reprogram- 
ming your BIOS chip. If your machine does 
not boot to your floppy drive, disconnect all 
other hard drives and optical drives in the 
system and then power down and power up 
the system again. Follow the on-screen 
instructions, and once the process is com- 
plete, you should be able to boot your 
machine normally. 

A checksum value is generated by the 
CMOS and is saved for error checking on sub- 
sequent boot-ups. This error message will 
appear if the checksum is different from one 
boot-up to the next. The BIOS has auto loaded 
a basic default configuration so that your 
motherboard boots properly. The good news 
is, typically entering your BIOS menu, check- 
ing your settings, adjusting them if need be, 
and resaving before exit will clear up the 
error. This error may also have been caused 
by a weak battery. Check the CMOS battery 
(it looks like a small disk-style watch battery 
on your motherboard) and replace it, if 

PC Errors • 137 



Hardware 



Award BootBlock BIOS vl.B 

Copyright (c) 2668, Award Software, Inc. 

BIOS RON checksum error 

Detecting floppy drive A Media. . . 
Drive A error. System halt 



about it via this error mes- 
sage, obviously. It's defi- 
nitely a good thing. 

Connection Or Port- 
Related Errors 

There are many potential 
points of failure in today's 
modern PC in terms of 
physical connections be- 
tween peripherals. If you 
are not the neat and tidy 
type, that rat's nest inside 
your PC could be the 
source of your problems. 



The BIOS (Basic Input/Output System) ROM error message comes up 
after a failed POST (power on self test) attempt, if your BIOS image 
has been corrupted in some way. 



necessary. You may also have to clear CMOS 
by shorting jumper pins on your mother- 
board, as well, to remedy the problem. 

Error Message: "Hardware Mon- 
itor Found An Error, Please Check Power 
Setup/' 

Translation: Most recent motherboards 
have a system "health monitoring" chip on 
them that keeps vital stats on things such as 
voltages, temperatures, and fan speeds. 
Typically this is a small chip made by 
Winbond known as the system "Hard- 
ware Monitor." You're getting this particular 
error message because the chip has detected 
something that it doesn't like in your cur- 
rent configuration. 

Solution: Monitoring functions for these 
chips are typically set in the BIOS setup menu. 
In the power setup menu or health monitoring 
sections of your BIOS, you'll see settings for 
disabling or enabling monitoring functions for 
system fan speeds and temperatures. 
Typically this error message is caused by a fan 
not being plugged into a power header that is 
being monitored in the BIOS. Because the sys- 
tem is looking for an rpm speed reading from 
the fan and isn't getting one, it alerts you with 
this message. Check to see that your fans are 
plugged in and spinning at their proper 
speeds. If you need to, go into the BIOS and 
disable the monitoring function on the specific 
fan power header that you may not be using. 
However, in general you should leave moni- 
toring enabled on any fan power port that is 
in use in your system. If a fan fails on you in 
the future, you'll certainly want to know 



Error Message: "Floppy 
Disk Fail (40)" 
Translation: BIOS noti- 
fication errors like these are 
significantly easier to work with than ones 
like the previous ROM checksum error. Most 
likely your floppy drive's data or power 
cables have been disconnected from the 
motherboard floppy controller port. 

Solution: You simply need to power 
down, open your case, and reseat the connec- 
tors for the floppy drive. If this doesn't work, 
it is remotely possible that either your moth- 
erboard floppy controller channel has gone 
south on you or your floppy drive itself 
is bad. 

Error Message: "Keyboard Error Or No 
Keyboard Present." 

Translation: Here again, the most likely 
cause for this error is that the PS/2 or 
USB (Universal Serial 
Bus) cable for your 
keyboard has been 
disconnected from the 
system, whether it be 
just a mechanical dis- 
connect or actually 
damage to your key- 
board cabling. 

Solution: It may not 
be immediately obvious, 
but many times key- 
board cables are given a 
hard workout due to 
repetitive user stress 
on the cable or key- 
board itself. So don't 
rule out the possibility 
that your cable is bad on 
that old keyboard. 



Error Message: "80 Wire Cable Not 
Installed" 

Translation: This is a fairly noninvasive 
error message that really doesn't have much of a 
symptom besides the error message itself. This 
error comes up when you've plugged a legacy 
40-pin IDE (Integrated Drive Electronics) cable 
on to an 80-pin ATA100 or ATA133 channel. 
This may happen perhaps when you install a 
new CD or CD-RW drive. These drives often 
come with only 40-pin cables, because they usu- 
ally don't make use of the newer ATA100 and 
ATA133 80-pin standard. However, the 
ATA100/133 channels on your motherboard are 
backward compatible, so even with older 40-pin 
cables, you shouldn't have any issues. 

Solution: Motherboard OEMs (original 
equipment manufacturers) have just taken the 
steps to notify you if perhaps you have an 
ATA100 or ATA133 capable drive on that chan- 
nel that actually needs an 80-pin cable. If this is 
the case, just replace your existing 40-pin cable 
with a new standard 80-pin cable and all should 
be well. 

Error Message: Primary (or Secondary) 
master hard disk fail— Fixed Disk Failure 

Translation: This error can occur at POST 
(power on self test), as well, and could be 
indicative of a bad hard drive cable connection 
or perhaps that your hard drive has actually 
up and died. 

Solution: Either way, if you are able to 
recover from this error, you should back up 
your critical data if possible. You should 
then again check the data and power cable 
connections to your drive and motherboard 




The "IRQ_N0T_LESS_THAN_0R_EQUAL" blue screen error is typically 
followed by a complete system reset. Tracking down the root cause of 
this one can be a tough problem to solve. 



138» PC Errors 



Hardware 



to make sure they are properly seated. Also 
try entering the motherboard BIOS setup 
menu to see if the drive is detected and con- 
figured properly. If the problem is with the 
hard drive itself, you may have to replace 
the drive. 

Memory & Processor Errors 

Memory and processor errors can often be 
difficult to troubleshoot due to the myriad of 
ailments that could be the root cause of a sys- 
tem error. Here are some standard issue error 
types and a few more exotic and complex 
problems, along with solutions. 

Error Message: "IRQ_NOT_LESS_THAN 
_OR_EQUAL" 

Translation: This is a fairly serious error 
you can get while trying to boot Windows XP 
or other Windows OSes. This error manifests 
itself in the classic blue screen of death, or 
BSOD as it is popularly known. The problem 
is that tracking down the root cause of this 
error can be like finding a needle in a 
haystack. Blue screen errors are known as 
hardware or software "stop" errors. This is 
Microsoft's particularly clever way in which 
they classify a type of error that, well, . . . 
stops your computer. The problem with this 
particular error message is that it could rep- 
resent either a hardware or software level 
issue. For example, we've seen this error 
from time to time during a failed attempt at 
overclocking. Sometimes it could be due to 
excessive heat buildup in the processor; other 
times it's due to system memory not being 
able to meet the aggressive timings or bus 
speeds you've set. 

Solution: This error also could be the 
result of a software installation or driver 
installation that is now causing a hardware 
conflict within Windows. The general rule of 
thumb for troubleshooting these types of 
issues is tracking down and remembering 
specifically what recent changes you've made 
to your system OS, drivers, or hardware. 
Usually, the last thing you did before you got 
the blue screen error is the demon that is 
causing you the heartburn. Microsoft also has 
detailed step-by-step troubleshooting tech- 
niques for this error message, located at 
www.microsoft.com/windowsxp/pro/usin/ 
howto/gettingstarted/guide/troubleshoot 
.asp#GSE. 

As a last resort, a complete hard drive for- 
mat and OS reinstall may be needed, as well, 
to eliminate a possible driver level conflict. 



Error Message: "PAGE_FAULT_IN_NON- 
PAGED.AREA" 

Translation: This is another blue screen 
error that has a more specific and targeted 
area of concern. This error occurs as a result 
of a system memory problem, whether it is 
physical memory space or virtual memory 
space. We've often seen this error occur with 
bad memory sticks or when system DRAM 
(dynamic RAM) timings are too aggres- 
sive for the memory 
modules. Nine times 
out of 10, it's the result 
of overclocking or 
RAS/CAS (row ad- 
dress strobe/column 
access strobe) latency 
timings that are be 
yond the limits of your 
installed memory. 

Solution: The best 
thing to do in this sce- 
nario would be to turn 
down your bus speeds 
or increase VDIMM 
(voltage settings for 
dual in-line memory 
module) voltages until 
you reach a point 
where you boot nor- 
mally and have full OS 
stability. However, it 
is also possible that 
this error occurs as a 
result of an error in 
virtual memory or the 
Windows swap file. 
Operating systems 
such as WinXP require 
more operational me- 
mory than some sys- 
tems have installed 
in actual physical me- 
mory. Because the 
Windows swap file is 
set up in "pages," this 
file is also called a 
"page file." So if Win- 
dows runs out of phys- 
ical memory, it goes 
to the page file on 
your hard drive and 
"swaps" data back 
and forth to run ap- 
plications and other 
tasks. The problem is 
that if Windows starts 



running out of swap or page file area (per- 
haps your hard drive is filling up), you could 
possibly get this page fault error. The solu- 
tion is either freeing up disk space and 
increasing your available swap file size or 
adding system memory. The latter is the bet- 
ter solution overall. More system memory 
equates to more goodness for the ever 
resource-hungry GUI (graphical user inter- 
face) driven OS from Microsoft. 



Most Unusual Error Message 


Error Message: 
Translation: 

Solution: 


"8042 Gate-A20 Error!" 

This error occurs on rare occasions, and while 
it is typically a lower severity error message, 
it's a rather ambiguous technical-sounding sort 
of message punctuated sternly with an excla- 
mation point. 1 mean "8042 Gate - A20" . . . 
Are we talking CPU transistor gates here? Is 
your processor about to spontaneously com- 
bust in a ball of fire? Fortunately this error isn't 
nearly as traumatic as it could sound to some 
not in the know. Your keyboard's controller chip, 
a small micro-controller that provides low-level 
control intelligence for your keyboard to com- 
municate to your main system, has a "Gate A- 
20" functional block on it that has failed to 
communicate with your host CPU. 

Try powering down the system, disconnecting 
the keyboard, and then reconnecting it again 
before you power your system back up. If this 
doesn't work, unfortunately you may have to 
replace the keyboard, although that's not typically 
an expensive proposition unless you have a 
really high-end model. Either way, this issue will 
probably come up only on older keyboards that 
may be ready for replacement regardless. □ 

The Gate A20 error looks ominous but its worst- 
case scenario is only a matter of replacing your 
keyboard, which may be faulty. 



PC Errors • 139 



Hardware 




The "PAGE_FAULT_IN_NON_PAGED_AREA" blue screen error crops up 
many times when your system memory is being pushed to its limits. 
On the other hand, don't rule out a Windows swap file issue as well. 



Error Message: "CMOS Memory Size 
Mismatch" 

Translation: This error occurs on occa- 
sion, and we've seen it more so with mother- 
boards that have AMI BIOS types. It occurs 
most times after a user has either installed or 
uninstalled system memory. At the next boot 
up, the BIOS expected a certain memory size 
during its count diagnostic and got some- 
thing different. That makes the BIOS some- 
what unhappy, and you end up with this 
error message. 

Solution: Usually if you just hit the Fl 
key to continue, the system will continue to 
boot your OS, and then next time you boot 
up, you won't see this message again. That's 
how we like it. However, on occasion, this 
error could pop up due to the CMOS battery 
on the motherboard that is failing. That's not 
how we like it. Because the BIOS can't retain 
the system's memory size data, it could give 
you a false alert with this error. If this is the 
case, replacing the CMOS battery on your 
motherboard could fix the issue. 

Error Message: "Memory Test Failed" 

Translation: This is also an error mes- 
sage you can get reported from the BIOS 
during POST. Typically this is the result of a 
bad memory stick or a remote possibility 
that your memory timings in the BIOS are 
too aggressive. 

Solution: Check to see that your memory 
modules are seated properly in their sockets 
and make sure the bus speeds and timings 
are set to default in your BIOS. If you're still 
getting this error message, you may have to 



replace one or more 
memory modules in 
your system. 

Error Message: 

"Override Enabled— 
Defaults Loaded" 
Translation: If the 

system cannot boot 
based on your current 
CMOS settings, per- 
haps due to an over- 
aggressive overclock, 
for example, a good 
motherboard BIOS 
implementation will 
sometimes show this 
error message. This is 
another case of a com- 
pletely non-life-threat- 
ening error message. In fact, if you're getting 
this message at all, then you have your 
motherboard manu- 
facturer to thank for 
making your life sig- 
nificantly easier, at 
least as far as your 
PC is concerned. 

Solution: As the 
message suggests, 
this is a case where 
the BIOS has detect- 
ed a nonbootable set- 
ting and reset itself 
to the most stable, 
low performance 
factory default set- 
tings available for 
the motherboard. 
Typically, memory 
timings are automat- 
ically set to SPD 
Detect, and frontside 
bus speeds for your 
processor are dialed 
down to the stock 
bus speed that is 
detected from CPU 
microcode. Stock op- 
erational voltages for 
RAM and CPU are 
also set by default 
when this error mes- 
sage occurs. 

So, whether it was 
the memory, proces- 
sor, or some voltage 



setting that your motherboard didn't like, 
your BIOS version was designed well enough 
that it could recover on its own from a bad 
setup. You should reenter the BIOS menu, 
perhaps choose less aggressive settings, save, 
and reboot your machine. You may also have 
to readjust some of your particular peripher- 
al settings for things such as integrated 
audio, LAN (local-area network), or RAID 
(redundant array of independent disks) con- 
trollers, etc., because those may have been 
reset to a factory default setting, as well. 
Some extreme cases may render your PC 
unbootable. In these scenarios you may need 
to reset your BIOS in hardware (usually by 
moving a jumper over and rebooting). Please 
consult your motherboard manual before 
proceeding on this path. H 

by Dave Altavilla 



Most Daunting Error Message 
(When The Screen Is Blank) 



Error Message: 
Translation: 



Solution: 



BIOS Corruption Error with no message at all 

Probably the most daunting BIOS (Basic 
Input/Output System)-related error message is 
actually not a text message at all. In fact, if 
you're lucky, you may only hear two low-pitched 
tones from your motherboard. You may hear 
or see nothing at all, as well. This is akin to 
the BIOS ROM checksum error except it's a 
bit more evil since you may not be prompted 
by any screen message at all. 

If your motherboard is not prompting you to 
enter a BIOS flash diskette but will not boot 
due to a corrupted BIOS image, you still may 
be able to save your bacon. However, you need 
to add an autoexec.bat file to your floppy disk, 
which will give the proper commands to your 
machine, call a BIOS flash utility from your floppy 
disk, and load its respective BIOS file. Use 
a text editor or the edit command at the DOS 
prompt after you've booted from a floppy disk. 
Make sure that you've created the file name 
as AUTOEXEC and that the extension is .BAT. □ 

For Award flash types, the syntax should look like this: 

©ECHO OFF 

©AWDFLASH BIOSFILENAME.BIN 



140» PC Errors 



Hardware 



Drive & Storage 
Problem Solving 

Your Data is Gone! Or is it? 



Few things are more frustrating then get- 
ting an error message when trying to 
access important data. The drives used 
in modern computers all have moving parts 
and store files on sensitive media. Should the 
drives or media get damaged in any way, and 
you're confronted by some cryptic error mes- 
sages, those vital bits of data may be lost for- 
ever. Most error messages aren't a sign of 
doom, however. They arm you with the infor- 
mation you need to resolve your problems, 
and in some cases, get that data back. 

■ Floppy Drive Errors. The death of the 
venerable 3.5-inch floppy drive has been pre- 
dicted for years, and yet these aged devices 
can still be found in the majority of computers 
being sold today. Luckily, most error messages 
regarding 3.5-inch disks require little effort to 
resolve. The worst-case scenario entails replac- 
ing an inexpensive disk or cheap drive. 

Error Message: "Disk is not formatted. The 
disk in drive X is not formatted. Do you want 
to format it now?" 

Translation: The disk you are trying to 
access either hasn't been prepared for use with 



Solution: If you get this message after 
inserting a blank floppy disk or when trying 
to access a brand new hard drive for the first 
time, click Yes, and format the disk. After it's 
formatted, Windows 
(or whichever operat- 
ing system you run) 
will then be able to 
read and write to the 
disk. Should you get 
this message after 
inserting a disk that 
contains important 
data— don't format it! 
Formatting the disk 
will wipe out any 
files that may still be 
accessible. There is a 
chance you've lost 

the data, but don't assume the worst until 
you've verified the disk can't be read by 
another system. The floppy drive itself may 
be malfunctioning. Try some other disks in 
the drive to see if they can be read. Then, try 
accessing the disk from another system, 
preferably the system that was last used to 
write to the disk. 



Solution: Copying more data than the disk 
can hold is simply not an option. What you 
can do, however, is compress the files or fold- 
ers you're trying to copy with a utility such as 
WinZip or WinRAR to make one archive that 
can be stored in less space, but don't expect 
any miracles, compression will take you only 
so far. Invest in a USB (Universal Serial Bus) 
thumb drive or CD-RW drive when you've 
outgrown floppies. They can hold much more 
data and are far less fragile. 

Error Message: "Copying File or Folder. 
Cannot copy error_copying: The disk is 




Disk is not formatted 



j\ 



The disk in drive A is not formatted. 
Do you want to format it now? 



Yes 



No 



Without being properly formatted, floppy disks cannot be read 
by your computer. 



your OS, or it has been damaged and the data 
can no longer be read. Every floppy and hard 
disk needs to be formatted to prepare the 
media for use with a particular file system. 



Error Message: "Copy. 
The file being copied is too 
large for the destination 
drive. If possible, insert a 
higher-capacity disk/' 

Translation: Floppy 
disks don't have an unlim- 
ited capacity. In fact, the 
amount of data they can 
store is miniscule by today's 
standards. A typical 1.44MB 
floppy disk, when formatted, 
can hold only 1.38MB of 
data. If you try to copy more 
than 1.38MB of data to the disk, this error 
message will appear. You'll get a similar 
error when your hard drive reaches its maxi- 
mum capacity. 



Your 3.5-inch floppy disk has a plastic slider that is used to 
write-protect the disk. When it's down you can write to the disk, 
when it's up the disk is write-protected. 



write-protected. Remove the write-protection 
or use another disk/' 

Translation: The file or folder you're try- 
ing to copy to the disk cannot be written 
because the disk is write-protected. Data can- 
not be written to the disk until the write-pro- 
tection has been removed. 

Solution: 3.5-inch floppy disks have a 
small, plastic slider at the top corner that is 
used to lock, or unlock the disk. When the 
slider is in the top position, creating a hole in 
the corner of the disk, it is locked and files 
cannot be written or modified on the disk. 
Move the slider to the lower position to 
unlock it and remove the write-protection. If 
you're being frugal and trying to recycle an 
old driver disk, for example, that doesn't 
have a slider, simply place a piece of tape 
over the hole in the corner of the disk. As 
long as that hole is covered, it's not write- 
protected. 

■ Hard Drive Errors. The hard drive is 
arguably the most "mission-critical" compo- 
nent in any computer. Motherboards, proces- 
sors, and memory may fail and bring down a 
system, but lose a hard drive and not only is 



PC Errors • 141 



Hardware 



Error Copying File or Folder 



© 



Cannot copy test _fite: There is not enough free disk space. 
Delete one or more files to free disk space, and then try again 



OK 



Make sure you have enough free space on your disk before you try 
copying that large file. 



your system hosed, but your data is gone as 
well. Pay attention to the warning signs and 
frequently back up important data. 

Error Message: "Error Copying File or 
Folder. Cannot copy XX: There is not enough 
free disk space. Delete one or more files to 
free disk space, and then try again/' 

Translation: A hard drive can only hold so 
much data. If you try to copy 2GB worth of 
files to a drive that only has 1GB of free space 
left, you'll get this error. 

Solution: In order to cram those new files 
onto your hard drive, you'll have to free up 
some space. Before you begin uninstalling infre- 
quently used applications, run Disk Cleanup 
(go to My Computer, right-click on your drive, 
select Properties from the menu, and then click 
the Disk Cleanup button) to free you drive of 
unnecessary temporary files, and compress files 
that you haven't accessed in awhile. You can 
also try clearing older System Restore points 
that won't be used any longer (click on the 
More Options tab in the Disk Cleanup menu, 
and click on the Clean Up... button in the 
System Restore section). You'll be surprised by 
the amount of space that you can free by doing 
these two steps if you've never used Windows' 
Disk Cleanup feature before. If that doesn't free 
up enough space, though, you can start unin- 
stalling applications that you no longer need. 
Once you've you free up the necessary amount 
of space, try copying the files again. 



Error Deleting File or Folder 



* 



Cannot delete H3F55A1: Access is denied* 

Make sure the disk is not full or write -protected 
and that the file is not currently in use. 



OK 



If you're logged in as a restricted user, the disk is write-protected, or the 
file you trying to delete is in use, you'll get an "Access Denied" error. 



Error Message: "Error 
Deleting File or Folder. 
Cannot delete XX: Ac- 
cess is denied. Make 
sure the disk is not full 
or write-protected and 
that the file is not cur- 
rently in use/' 

Translation: If you 
try to delete a file that is 
write-protected or is cur- 
rently in use by another user or application, 
Windows will not allow you to delete it. 
Access to the file can also be denied if you're 
logged into the system with a restricted user 
account that does not have the necessary privi- 
leges to delete files. 

Solution: Generally, all that is necessary 
to resolve this problem, provided you are 
logged into the system with sufficient privi- 
leges, is to shut down all running applica- 
tions. Once the apps are closed, try deleting 
the file(s) again. We commonly see this error 
when doing routine maintenance on some of 
the systems in the lab. The Windows TEMP 
folder usually contains files that can be safely 
deleted, but when applications are running, 
some files are placed in this folder and can- 
not be removed until the application is 
closed. Email clients and antivirus software 
are the most common culprits. 

Error Message: "Bad Sectors Found on 
Drive X:" 

Translation: The platters used in today's 
hard drives are broken down into tracks and 
sectors. Each sector is a small portion of the 
drive where data is stored. Inevitably, some 
of these sectors become corrupt and can no 
longer be used. When a sector goes "bad" the 
data stored there is usually lost. 

Solution: Disk diagnostic utilities, such as 
Scandisk or Norton Disk Doctor, inspect a 
drive and will attempt to repair bad sectors. 
More often than not, 
however, that bad sector 
can no longer be used 
because it has become 
corrupted in some way. 
These diagnostic utili- 
ties will then mark that 
bad sector as unusable, 
and the system will no 
longer attempt to write 
new data there. Most 
drive manufacturers also 
have free, downloadable 



diagnostic utilities that can attempt to repair 
bad sectors. Should it be beyond repair, the bad 
sector will then be marked and hidden, so the 
OS never even knows it's there. 

A hard drive that starts reporting bad sec- 
tors may be on its last leg; so be sure to back 
up any data that is important to you as soon 
as you come across this error. One or two 
bad sectors isn't something to get alarmed 
about, but if your drive reports a few more 
each time you run Scandisk, you'll definitely 
want to replace it. 

CD/DVD Drive Errors. The data stored on 
CDs or DVDs should last for years if the discs 
are properly cared for. This durability, cou- 
pled with the fact that optical drive technolo- 
gy is very mature and reliable, means error 
messages regarding CD /DVD drives are few 
and far between. 

Error Message: "Invalid Write State, Could 
Not Perform EndTrack, Command Sequence 
Error, Could Not Perform Fixation..." 

Translation: CDs and DVDs are burned 
using a specific process. Tracks are written to 
a disk and the locations of the tracks are then 
stored in the disk's TOC (Table of Contents). 
Then, the disk is closed and no more data can 
be written. Should any part of the burn 
process fail, your CD- /DVD-authoring soft- 
ware of choice may report errors like the 
ones listed above. 

Solution: We used Nero 6 Ultra Edition 
with a scratched CD-R to replicate all four of 
these errors, but Roxio Easy Media Creator 7 
(or other authoring applications) should 
report something similar. Errors like these 
will occur when either the drive is malfunc- 
tioning or the media being used is defective. 
If this only happens occasionally, your drive 
is probably working properly and low-quali- 
ty media is the culprit. Try using a different 
brand of writable discs. Browse over to your 
drive manufacturer's Web site to check for 
updated firmware as well. New firmware 
revisions are usually released to increase 
compatibility with different types of media 
and to resolve bugs that weren't discovered 
in previous firmware releases. 

Error Message: "Burn Process Failed at YYx 
(ZZZZKB/s)" 

Translation: If your recordable drive reports 
any major errors while burning a CD/DVD, it 
will likely result in a "Burn Process Failed" error 
and the burned disc will be unusable. 



142» PC Errors 



Hardware 



Solution: There are quite a few things 
that can cause the burn process to fail, such 
as buffer under-runs, low-quality media, and 
even a dirty or defective drive. Most modern 
burners have large buffers and incorporate 
technology designed to prevent buffer under- 
runs, but to increase your chances of a suc- 
cessful burn don't run any disk or memory 
intensive applications while writing a 



Nero Burning ROM 




Bad media or a defective drive, among other 
things, could cause your CD burn process to fail. 

CD/DVD. If your hard drive is constantly 
being accessed, it may not be able to feed 
data to the burner fast enough to sustain the 
burn. Also, simply try using a new blank disc 
or a different brand of media. 

Should your drive be the culprit, update 
its firmware and try again. If nothing helps, 
and you're not happy about your ever- 
increasing stack of coasters, the drive may 
need to be replaced. 

Error Message: "Insert a writable disc to 
continue. There is no disc in the drive. Please 
insert a writable CD in drive X:" 

Translation: The CD drive (represented by 
X) is reporting to the OS that there is no disc in 
the drive. 

Solution: Microsoft's CD Writing Wizard 
will scan your drive before the burn process 
begins to ensure there is enough free space 
on the disc to accommodate all of the files 
you want to copy. If during that scan the 



Insert a writable disc to continue. 




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Insert a blank CD, or try a different brand of media 
if Microsoft's CD Writing Wizanl tells you there is 
no disc in the drive. 



drive reports that there is no disc in the drive, 
you'll get this error. Obviously, if there is no 
disc in the drive, simply insert one to resolve 
the problem. If, however, you're getting this 
error when there is a disc inserted, there may 
be a problem with your media or the drive 
itself. Reboot your system and try another 
blank CD (or a different brand of blank CD). 



Also try a different application to burn the 
disk, as the utility built-in to Windows isn't 
the most powerful tool available. If, no matter 
what you try, the drive continually reports 
that there is no disc available, it may have to 
be replaced. H 

by Marco Chiappetta 



See You in 2005 



Some errors can be rather amusing if you know what steps to take to work around 
them. Microsoft Windows isn't always a good judge of time, so don't panic when 
Windows tells you your senior thesis won't be done copying for a few years. 



Error Message: 
Translation: 



Solution: 



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Windows may power 97% of the world's personal 
computers, but can it tell time correctly? 

"Copying . . . XX Minutes Remaining" 

Occasionally, when trying to copy a file or unusually large group of 
files, Windows will report an astronomically long time is left to 
complete the process. Windows calculates the amount of time left 
to copy a file in the first few moments of the copy process. If the 
file(s) is in use, or another application is excessively taxing the 
drive at that particular moment, the time reported can be way off 
the mark. This problem could also occur when trying to copy a 
corrupt file to a new destination. 

Should you be confronted with this pseudo-error, the first thing to do 
is cancel the copy process. Then, shut down as many applications 
as possible, and simply try copying the file again. If you continue to 
have trouble, restart your computer, and before running any other 
applications, try copying the file once more. Should the problem 
persist, run Scandisk or a similar diagnostic utility on the drive 
where the file resides to ensure there isn't a problem with the disk 
itself. When the scan is complete, and you're relatively certain there 
isn't a problem with the drive, reboot your system again. Once 
Windows is done booting and all of your background applications 
have launched, disable any antivirus or security software that may 
be running in the background and then press CTRL-ALT-DEL to 
bring up Task Manger. Next, click on the Processes tab and then 
click on the User Name header to sort all of the running processes 
by your username. Highlight each of the processes associated with 
your username, except for explorer.exe and taskmgr.exe, and then 
click on the End Process button (don't worry, they'll all be back the 
next time you restart your system). With all of the background proc- 
esses closed, try copying the file again— you should be all set. □ 



PC Errors • 143 



Hardware 



Troubling Printing & Scanning 

Documents Check In, But Try These 
Tips When They Don't Check Out 



We won't sugar coat it: There are a lot 
of things that can go wrong during 
printing and scanning, and for better 
or worse the fact is that most of the problems 
will be due to a lack of user knowledge rather 
than an outright technical glitch. This is actual- 
ly good news, because it means that most of 
your troubles can be remedied with a little 
background reading. On the other hand, some- 
times you're bound to get snagged by a bona 
fide bug of some sort. 

For times when your document handling 
hits a brick wall, see if some of these solutions 
save the day. 

Error Message: Paper jam. 

Translation: Somewhere between the 
paper tray and the output bin, a piece of paper 
has misfed and become gummed up in the 
printer's innards, stalling the printing process. 

Solution: There are two imperatives to 
remember: Do not rush and do not pull the 
paper out backwards. Rushing often results in 
torn sheets, and the last thing you want is irre- 
trievable snippets of paper left behind in your 
equipment, waiting for a critical print job dur- 
ing which to jam your gears. The reason not to 
pull paper out backwards is that many print- 
ers are carefully designed to only feed paper 
through in one direction. If you force the com- 
ponents to move backwards, you may damage 
the equipment and are more likely to increase 
resistance that in turn leads to tearing. 




this. And don't be nervous, this isn't brain 
surgery. Alternatively, you may be getting paper 
jams due to high humidity. Before you put a new 
stack of paper in the printer, flex the ream so that 
air can briefly get between the sheets. 

Error Message: Printer 
failed to initialize. (The 
printer may also simply 
hang during printing.) 

Translation: You've sent 
off a print job, but the printer 
never actually starts to output 
the data. This is often the re- 
sult of something in the sys- 
tem prohibiting a file called 
Spool32.exe from executing 
correctly. Spooling is the pro- 
cess of storing your print job until the printer 
is ready to accept the job. 

Solution: Try disabling the print spool set- 
tings in Windows. Click Start, (Settings, in pre- 
XP Windows), and Printers. Highlight your 
printer. In earlier Windows versions, such as 
98 and Me, select Properties from the File 
menu, click on the Details tab, select Spool 
Settings . . . , and click Print Directly To 
Printer. In the Spool Data Format drop-down 
menu, choose Raw and then click OK twice. 

In Windows 2000/XP, select the Advanced 
tab on your printer's Properties box. Check 
the Print directly to the printer option, then 
click the Print Processor . . . button. In the 
Default data type area, select 
RAW. Click OK twice to save 
the new settings. 



incompatibility glitch from a newly installed 
application, among other things. 

Solution: Reinstall or update your device 
driver. Most printer and scanner manufactur- 
ers will post several driver revisions to their 
support sites after a product's initial release. 











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You can improve the performance and stability of your printer or 
scanner by making sure you're using the latest device drivers. 



Odds are that if you haven't updated your dri- 
vers in the last few months, you're probably 
not benefiting from the latest set of bug fixes 
and performance enhancements. 

Visit your manufacturer's support site and 
download the latest official (not beta) driver 
for your device and operating system. Most of 
these downloads will be self-executing. All 
you have to do is download the file, run it, 
and follow the instructions. In some cases, 
though, you may need to install the driver 
manually. The best way to go about this is to 
uninstall the existing driver. Ideally, your 
device will have a Start menu item noting 



Good manufacturers make driver installations easy for you. This 
example shows Samsung's laser printer driver instructions. 



If you keep getting jams, you may need to 
clean the unit. Consult your manual (most man- 
ufacturers make manuals downloadable in PDF 
format) for specific instructions on how to do 

144» PC Errors 



Error Message: An "illegal 

operation error" occurs when 
you try to print or scan. 
Translation: No, the 

printer police aren't en route 
to your desk. You probably 
have a corrupted printer dri- 
ver, that little piece of software that tells 
your operating system how to work with the 
printer. Your driver could have been cor- 
rupted by a virus, hard disk damage, or an 









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You may want to uninstall your present driver 
before upgrading or replacing drivers. 

some sort of "uninstall" or "driver mainte- 
nance" routine. If so, run this and remove the 
current driver. If not, check the Add /Remove 



Hardware 




Large print jobs troublesome? Use the printer 
Properties to reduce your output resolution. 

Programs list in Control Panel and look for 
driver software for your printer. In some cases, 
you'll want to check the hardware Device 
Manager in Control Panel. For instance, if 
you're trying to uninstall a scanner, click the 
plus sign (+) next to Imaging Devices, right- 
click your scanner, and select Uninstall. 

With the current driver eliminated, look at 
the new file you downloaded. If it's a com- 
pressed file, such as one ending in .ZIP, 
uncompress it to a folder you'll remember. If 
it's an .EXE file, simply double-click on it in 
My Computer to run it. Now, go back into 
Device Manager and click Action, Scan for 
hardware changes. Windows should detect 
your device and either locate the correct new 
driver on its own or let you point Windows to 
the proper location where you stored the 
uncompressed files. Your device should reap- 
pear in Device Manager with no exclamation 
point next to it, and you'll be innocent of fur- 
ther illegal operations. 

Error Message: "Error 20— Memory Over- 
flow" (on the printer's readout). 

Translation: A large print job has flooded 
and locked your printer's memory. This is espe- 
cially common in older systems where print job 
memory management wasn't handled as well 
as it is under modern operating systems. 

Solution: Your options here will vary 
depending on your hardware and needs. If 
you've recently moved the printer and are 
seeing a lot of this error, then your memory 
module(s) may have come loose and simply 
needs to be reseated. Consult your manual to 
see where your printer's memory is located 
and how to access it. While you're there, con- 
sider if perhaps your print jobs are becoming 
larger than they used to be. If so, try adding 
more memory to what you already have. 
Your manufacturer likely sells upgrade mod- 
ules, but you may score a better deal with a 



third party such as Viking (www. viking 
components.com). 

If hardware tweaking isn't an option, try 
tackling the problem from the software side. 
If your job is graphical in nature, try lowering 
the output dpi (resolution) in the File, Print 
Setup options. Dropping a job down from 
600dpi to 300dpi may not give the output 
quality you want, but if your print job works 
at the lower resolution, then you know you 
need more memory. Also try disabling print 
spooling as detailed above. 

Error Message: None (because the device 
isn't being detected by Windows). 

Translation: You plug in the printer or 
scanner and nothing happens. No driver 
requests. No entry in Device Manager. Nada. 

Solution: There are plenty of possible 
causes as to why Windows would fail to 
detect your USB printer or scanner when you 
plug it in. The most obvious is that you 
haven't plugged in the device's power cord. 
(Don't feel bad— everybody does it.) Slightly 
less obvious is that your operating may 
not support USB. Specifically, Win95 and 
Windows NT do not fully 
support USB functional- 
ity. The printer software 
should kick out an error 
message about an "unsup- 
ported operating system" 
when you try to install it. 
Upgrade to Win98 or later 
and see if this fixes the 
problem. 

A lack of device res- 
ponse might also fall under 
another area . . . 



most larger USB devices, such as printers and 
scanners. You want to use a USB hub (prefer- 
ably with support for USB 2.0) with AC power; 
although, be aware that we've seen plenty of 
cases where a device refused to work (or con- 
flicted with another device) on even a powered 
hub. The surest bet is to plug the device 
straight into a PC's USB port. If you have a 
choice, use the USB ports in the back of the PC 
because there is always a chance that the 
cables providing USB to the front of the case 
may have come loose. 

Also, be aware that there are many docu- 
mented cases of a PC's native USB ports still 
not having enough power for a printer or 
scanner. Both Dell and NVIDIA (with the 
nForce chipset) have documented instances 
of this. You might be able to work around 
this by using a properly powered USB hub. 
And if that's not frustrating enough, there 
are also some cases (older Belkin models for 
one) where the powered hub doesn't supply 
enough power for the device. You just need 
to experiment. Qjs] 

by William Van Winkle 



Error Message: Various 
(including initialization 
errors and "scanner not 
found"). 

Translation:This is a 
catch-all entry. Power-relat- 
ed problems can spawn any 
number of odd errors. 

Solution: Plug the de- 
vice directly into your PC's 
USB port. Many USB hubs 
are non-powered, meaning 
they have no AC power 
running to them and only 
rely on the power coming 
through the USB connec- 
tion. This is insufficient for 



Most Unusual Error Message 



Error Message: 



Translation: 



Solution: 



The printer indicates that it has received an 
"Offending Command". 

As entertaining and/or accurate as it might 
be to assume this means you've told the 
printer to go do something unmentionable to 
itself, it actually means that the printer can't 
output your file. Often, this has to do with 
erroneous PostScript code involved in the 
software used to generate the PDF document 
you're trying to print. 

If possible, set your printer to PostScript 
Level 1 or Level 2. If that doesn't help, try 
changing the fonts in your document to 
something simple, such as Arial or Times New 
Roman. Some systems choke on overly-intricate 
fonts or unusual characters. If you're still 
scrambling, try using the Print As Image option 
on your print menu. This will print each page 
as a big graphic rather than text. It's a slow 
process, but it's better than being stalled. 
Finally, as with nearly any other computer 
error, try the most obvious thing: reboot. 
That includes turning the printer off for five 
seconds and then turning it back on. □ 



PC Errors • 145 



Hardware 



Sound Solutions To 
Audio Problems 

Clearing Up What You Can Hear 



Audio errors fall into a variety of cate- 
gories because some you can hear and 
others you can't. Then there are popu- 
lar and less popular sound cards along with 
those embedded audio chips. Let's take a look 
at some of the more common errors to come 
up with a good, sound solution. 

Sound Blaster/Creative Labs Errors 

The Creative Labs Sound Blaster sound 
cards are amongst the most popular series of 
cards available. To that end we thought we'd 
look at this series first. 

Error Message: PlayCenter 3 or Surround 
Mixer gives an error in "CTDPROXY.DLL" 
or "Ctplay2 has generated errors and will be 
closed by Windows/' This applies to the 
Sound Blaster Audigy family under 
Windows 2000/XP. 

Translation: PlayCenter and 
Surround Mixer are applications that 
come with Audigy sound cards and 
interact with the CTDPROXY.DLL 
driver module. Most likely there 
is another audio device— probably 
either another audio adapter or a 
USB (Universal Serial Bus)-based 
device with audio capabilities— some- 
where in the system conflicting with 
this module. 

Solution: Go to the Sounds area in 
Control Panel and click the Hardware 
tab. You should see a list of devices in 
the following order: optical drive(s), 
Audigy card, Creative game port, 
Audio Codecs, Legacy Audio Codecs, 
Media Control Devices, Legacy Video 
Capture Devices, and Video Codecs. If you 
see additional devices listed after these, high- 
light each in turn as necessary and click the 
Properties button. If you see a Mixer Devices 
item, click the plus symbol (+) next to it, 
select the mixer device listed, and then click 
Properties (yes, again). Check the option for 
Do Not Use Mixer Features On This Device. 

146» PC Errors 



Once you have disabled the device's mixer 
features, reopen your Audigy application 
and the error should be gone. 

Error Message: "Ctplay2.exe/Eacontrol.exe 
has encountered a problem and needs to 
close. We are sorry for the inconvenience/' 

This message appears in WinXP after 
installing a Creative Labs Audigy card and its 
attendant software. 

Translation: Windows hasn't properly 
adjusted its settings to make the Audigy your 
new default sound card. 

Solution: Go into the Sounds And Audio 
Devices area of Control Panel. Click Sounds 
And Audio Devices and then the Audio tab. In 
the Sound Playback area, use the Default 
device pull-down menu to select your Audigy 
card. Click Apply and then OK. 




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You may not hear anything from your system if Windows 
does not know which audio adapter to use. 



Error Message: "Could not create file for 
recording, please ensure the recording folder 
exists/' This message occurs when using the 
Creative Recorder that ships with your 
Sound Blaster to record a WAV file. 

Translation: Creative Recorder defaults to 
storing files at a specific folder location. If the 
system can't find the folder, this error pops up. 



Solution: Use Windows Explorer or 
My Computer to browse to the C:\PRO- 
GRAM FILESXCREATIVE folder. Highlight 
the Recorder folder and click File, New, and 
Folder. Give the new folder the name 
RECORDINGS. This is the specific folder name 
Creative Recorder is looking for. 

Other Sound Errors 

Okay, so you've gotten comfortable with the 
Sound Blaster cards. It's time to look at other 
types of audio-related errors. 



Error Message: "Access to the specified 
device, path or file is denied." This message 
can occur in Win2000 OSes when you insert an 
audio CD for playback. 

Translation: When you pop an audio CD 
into your system, the autoplay function 
defaults to using the built-in audio player in 
Win2000. However, if you install a third-party 
player, and especially if you delete that play- 
er, Windows can get confused about the prop- 
er path or file with which to play your disc. 

Solution: This one is a bit tricky. The system 
file you need to modify is hidden, so the first 
thing to do is "unhide" it. From the Desktop, 
right-click My Computer and select Explore. 
From the Explorer File menu, select Tools, 
Folder Options, the View tab, and then 
Show Hidden Files And Folders. Now 
uncheck the options for Hide Protected 
Operating System Files and Hide File 
Extensions For Known File Types. Click 
Yes on the warning box that will appear 
and then click the Apply and OK buttons. 
Now click Start, Search, and For Files 
Or Folders. In the Search For Files Or 
Folders field, type the name sysoc.inf, 
confirm that you're searching in the C: 
drive, and click Search Now. When the 
file appears in the search results area, 
double-click it and then select the 
Notepad application to open the file 
with. Within Notepad, locate the line 
that starts with "old base components." 

You want to remove the command and 

HIDE characters so that the line goes 
from reading MultiM=ocgen.dll,OcEntry,mul- 
timed.inf,HIE, to MultiM=ocgen.dll,OcEntry, 
multimed.inf,7. Next, locate the line that starts 
with "AccessUtil=" and delete the word Hide 
from it. Save the file and close Notepad. 

You're almost done. Dig into the Add/ 
Remove Programs area of Control Panel, 
click Add/Remove Windows Components, 



Hardware 



Accessories, Utilities, and Details. Check the 
Multimedia box and then click OK. Click Next 
and, if prompted for it, insert your Win2000 
CD-ROM. Click Finish. When you reboot the 
PC, everything should be back to normal. 

Error Message: "Your Sound Card does 
not support hardware buffering. Sound will 
only playback from software buffers/' 

You will see this when attempting to 
run the Microsoft DirectX Diagnostic 
tool (dxdiag.exe). 

Translation: This error will appear on 
systems using VIA's AC'97 audio codec, 
which you only need to worry about if you're 
using the integrated audio on a VIA-based 
motherboard. What the message really means 
is that your audio system doesn't support the 
22,050Hz audio sampling rate, which is one 
frequency tested for by DXdiag. Microsoft 
notes that this problem only applies to the 
WinXP operating systems. 

Solution: Relax. The built-in mixer with- 
in Windows will automatically switch to a 
sampling rate that is supported by the VIA 
codec. Your actual playback or recording 
will remain unaffected. 

Error Message: "Code 28 (The drivers for 
this device are not installed)." You may see 

this message in your sound card's device prop- 
erties after upgrading from Win2000 to WinXP. 

Translation: In the process of upgrading 
your operating system, the WDM (Windows 
Sound System Compatible) drivers are delet- 
ed. WinXP no longer needs these files, so 
they are eliminated. The problem is that 
your sound card's software is designed to 
look for these files. 

Solution: Check with your sound adapter 
manufacturer for new drivers specifically 
compatible with WinXP. If such driver's 
don't exist, you're out of luck and your 
sound card will not work. 

Speaker Errors 

"Huh," you say, "I've never seen a speaker 
error message." Quite right. Speakers don't 
generate error messages. We wish they did! 
Still, we've collected some of the most com- 
mon speaker-related glitches you're likely to 
encounter, and we hope the solutions will be 
music to your ears. 

Error Message: Humming or buzzing gets 
louder as the volume is raised in your operat- 
ing system or sound application. 



\]l}\ SURROUND MIXER | SB Audigy 2 Z5 [DFOO] T] 




Check your mixer settings if you can hear some 
not others. Oh, and make sure your speakers are 



speakers but 
plugged in. 



Translation: Often, this is the result of a 
poor wire connection to the sound card, 
although it can also result from a lot of electro- 
magnetic interference being pumped out by a 
poorly shielded component within the system, 
especially the power supply. 

Solution: Unplug and replug all internal 
and external wire connections to the sound 
card, making sure that each is firmly seated. 
Also make sure that in your sound mixer soft- 
ware (in Windows, double-click the speaker 
icon in your System Tray) you have the CD 
volume slider set to maximum and the 
Master/Play Control slider at a lower level. Be 
sure to mute any devices not in use. 

As for buzz from poor shielding, this is a 
harder item to fix as finding the culprit often 
involves swapping out suspect parts. You can 
try unscrewing the power supply from the 
case without unplugging any wires and let it 
run outside the chassis to increase distance 
from the sound card, but this can be a more 
involved operation than many beginners are 
willing to undertake. 

Error Message: You hear background hiss 
from your speakers, even if nothing is playing. 

Translation: A certain amount of hiss is 
inevitable in any amplified playback device. 
This is figured into the specs of your speak- 
ers during manufacture. At a reasonable 
range of volumes and a recommended listen- 
ing distance range, you should not be able to 
hear any hiss. With your ear against the 
speaker, you will hear some. The thing to be 
aware of is that hiss can increase to notice- 
able levels because of poor quality compo- 
nents in your sound adapter. 

Solution: You may be too close to the 
speakers. See if there is a way to get them 
further away from you. Many speaker mod- 
els can be mounted to a wall, and this may be 



an option in your environment. 
Midlevel speakers should be at 
least 2 feet from your ears, 
and the high-end equipment 
(Logitech Z-680, Creative 
GigaWorks, and so on) should 
be at least 3 feet away. 

A good quality sound card, 
such as those from Creative 
Labs or M-Audio, should 
not introduce additional hiss 
into your playback at reason- 
able volume levels. You're 
more likely to pick up hiss 
from very cheap sound cards 
or bottom-quality integrated sound adapters 
built into motherboards. The easiest way 
to test this is to plug in a good quality 
sound card to replace your existing audio 
adapter. If the extra hiss vanishes, you've 
pinned your problem. 

Error Message: You can hear audio, but not 
from all of the speakers. 

Translation: There are several possible 
causes for this. The most obvious is that one 
or more of the speakers is damaged or that 
the speaker jack in your amplifier/sub- 
woofer is damaged. The only fix for this is 
replacement, but there are some other more 
likely possibilities, too. 

Solution: Most surround sound speaker 
sets use three audio cables: green for the 
front left and right, orange for the 
center/sub, and black for the rear left and 
right. Many sound cards use the same color 
coding on their jacks to make sure that 
you plug the right cables into the right 
holes. However, some cards don't do this 
(Audigy cards in particular, which rely on 
you putting a color-coded sticker on the 
card's backplane), and some users accidental- 
ly mix up the colors anyway. Misrouted 
speaker signals may not play properly, so 
double-check your connections. 

Next, bring up your audio adapter's chan- 
nel mixing software. You should see some- 
where in the software (perhaps in the 
advanced settings) a set of sliders or similar 
controls for your different speaker channels. 
Make sure that all of your channels are 
cranked up and not muted. 

If none of these ideas works, try plugging 
the speakers into a different PC. If this works, 
then your sound card is likely broken. H 

by William Van Winkle 



PC Errors • 147 



Hardware 



Video Card & Monitor Errors 

Some Are More Visible Than Others 



H 



ere's the good news: Our in-house 
experience with hundreds of video 
cards and monitors leads us to believe 
that you can cure more than 90% of all video- 
related problems by updating and properly 
configuring your graphics card's drivers. The 
bad news is that there are still plenty of errors 
that can hit when you least expect them. 
We've singled out some of the most prominent 
glitches you're likely to encounter. 

Error Message: Cycles of eight beeps when 
you try to power up the PC. This is called a 
"Display Memory Read/Write Failure" and can 
happen on systems that use the AMI /Award 
BIOS (Basic Input/Output System). 

Translation: This beep sequence indicates 
a video card memory error. 

Solution: In the old days, you used to be 
able to pull the memory modules off of video 
cards and replace them. Now, video memory 
is hardwired into the circuit board, and 



^^~~~^^^7~~~ 



E3 Color E3 OpenGL E3 Direct3D E3 Opti 



3 Overlay | 



General Adapter Monitor Troubleshoot Color Management E3 Displays 



Are you having p hardware? These 

settings can help lated problems. 



, : ■'.'•"," ; . ' : ...■.,.■. 

the change. 



.•■..., i;l ■...:■:;■ .•'. ■ 



@ Enable write combining 



You can increase hardware acceleration in your 
display properties to fix some playback errors. 

it would cost more in labor to replace 
the memory than buy a new video card. 
However, before you run out for a replace- 
ment, try removing the card from the system, 
blowing any dust or dirt out of its slot, and 
firmly reseating it. The problem could be a 



loose connection between the card and the 
wires in the slot. 

(NOTE: AMI/Award has two additional beep 
codes that can signal video card trouble. The first is 
one long beep followed by two short beeps. The second 
is one long beep followed by three short beeps. Both 
essentially mean the same thing: Your video card is 
dead. If you get one of these errors and reseating the 
card doesn't work, try using it on another computer. 
If you still don't have video, your card is dead.) 

Error Message: "The device cannot start. 
(Code 10)." 

Translation: This can occur with NVIDIA- 
based display cards when the PC does not assign 
the correct system resources to the adapter. 

Solution: For starters, know that this could 
be the result of incorrect drivers or a conflict 
with previous drivers from a different card ven- 
dor. You should download the latest ForceWare 
drivers from NVIDIA at www.nvidia.com/con 
tent/ drivers /drivers.asp and follow NVIDIA's 
instructions for proper installation. 

If new drivers don't help, then you probably 
need to make a quick change to one of your 
BIOS settings. You can access the BIOS by tap- 
ping the DELETE key when your system 
checks its memory during boot up. (If in 
doubt, keep hitting DELETE about twice per 
second from the time the system first lights up 
until you see the main BIOS screen.) Now, 
somewhere in the BIOS Features area, you 
may find an option called Assign IRQ To VGA. 
This is especially prevalent on older systems. 
This option must be enabled. (Some newer 
boards may lack this option and merely enable 
it automatically.) Save your settings and exit. 

Error Message: "Cannot Create Video 
Window" or "Create Overlay Failed" or 
"Playback Failed Due To One Of The 
Following Reasons . . ." or a similar error in the 
interActual DVD Player software. Similar errors 
may be seen in other DVD playback titles. 

Translation:Your video adapter has 
insufficient resources to play back your 
DVD-Video content. 

Solution: First, make sure your video 
adapter is doing as much work as possible. 



Check your hardware acceleration settings by 
right-clicking on the Windows Desktop and 



Themes Desktop Screen Saver Appearance Settings 



l-.r:;.: :hc ,-v:-''.v:, :;::?i: *u ; i,iLi I";/ -Vy-- : i:ii .^.ii'^ucrrvr--;. <J [iifis ■■^v.'r/y.y;. 




3 Extend my Wii to this monitor. 



You can cause video problems if your 
screen resolution is set too high. 

selecting Properties. Click the Settings tab and 
then the Advanced button. In many systems, 
you'll then want to click the Performance tab, 
but this can vary according to your drivers. In 
ATI's recent CATALYST drivers, for example, 
the hardware acceleration slider is found 
under the Troubleshoot tab. When you find 
the slider, make sure it is set to Full. Then click 
Apply and see if this fixes the problem. 

Another way to ease the load on your video 
card is to reduce your resolution and color 
depth. As above, get to the Settings tab in your 
Display Properties. Drop your screen resolu- 
tion down to 800 x 600 and your color quality 
to 16-bit rather than 24- or 32-bit. You may 
notice some color banding in your video, but 
at least you'll have ascertained if your card is 
up to the task of DVD playback. If so, what 
you probably need is a video adapter with 
more video memory in order to operate prop- 
erly at higher settings. If you're using a video 
adapter that is built into your motherboard 
and gets its memory by "sharing" RAM, con- 
sult your manual on how to allocate more sys- 
tem memory for the video subsystem. 

One other thing to try is making sure that you 
have DirectDraw acceleration enabled. Click 
Start and Run and then type dxdiag. Click the 
Display tab and make sure that your DirectX 



148» PC Errors 



Hardware 



features are all enabled. On that same screen, 
double-check that your monitor type is not 




• 



esolution 




Less 


|-Q j 


More 




1 024 by 768 pixels 






Use this 

Extend my V into this monitor. 



You may need to increase your display 
settings if your display looks blocky. 

listed as Unknown. If it is listed as Unknown, 
you should reinstall your monitor driver. 

(NOTE: We recently found the exception to the 
hardware acceleration rule above while reviewing 
JetWay/Mach Speed's TwinMagic motherboards, 
which enable one PC to serve two users simultane- 
ously. We found that with hardware acceleration set 
to Full, DVD-Video playback from two DVD drives 
to separate users did not work properly. Reducing 
hardware acceleration fixed the problem.) 

Monitor Errors 

Just like speakers, monitors usually don't 
generate errors beyond letting you know that 
they're not receiving a signal. There is one very 
common exception to this that we'll detail in a 
second, but otherwise we thought you might 
appreciate some info on a couple of other com- 
mon monitor-related maladies, as well. 

Error Message: "Sync Out of Range" You 

will see this on an otherwise blank screen. 

Translation: Assuming that the data cable 
is plugged in correctly, the video card is feed- 
ing the monitor a signal stream in excess of 
what the monitor can accommodate. The two 
main causes for this are that the user has set 
either the resolution or the vertical frequency 
rate too high. For example, you might set a new 
graphics card to display at 1280 x 1024, but if 
the monitor is only capable of 1024 x 768 reso- 
lution, you'll get a Sync Out of Range error. 
This is especially common in 14-inch monitors. 

Solution: Because you obviously can't make 
settings changes from within regular Windows, 
you'll need to reboot into Windows Safe Mode. 



When you restart the system, there is a point 
during boot up when the system switches from 
reporting diagnostics and detected components 
to loading Windows. This point is usually 
accompanied by a beep and the screen going 
black. Just before this point, you want to start 
repeatedly hitting the F8 key. This should bring 
up a menu of Windows boot options. The one 
you want to pick is Safe Mode. 

From Safe Mode, right-click the Desktop and 
select Properties. Go to the Settings tab and use 
the slider to drop your resolution a notch or 
two. Reboot and let Windows try to go into 
Normal mode. If this still doesn't work, go back 
into Safe Mode and get to the Settings tab of 
Display Properties. Click the Advanced button, 
go to the Monitor tab, and check your refresh 
rate. The lowest advisable rate is usually 60Hz, 
although this works better for LCD (liquid- 
crystal display) screens than CRTs (cathode ray 
tubes). Apply the change and reboot. 

Error Message: The color on your CRT 
looks all messed up. 

Translation: There are various possible 
causes of this. 

Solution: If you're lucky, 
your color skewing is a 
result of electromagnetic 
interference from a nearby 
device or static build-up 
within the monitor. Start 
with trying to degauss your 
screen. Some monitors have 
a button to perform this 
task. If yours doesn't, turn 
the monitor off for 15 min- 
utes; then turn it back on. 

Poorly shielded speakers 
are a leading culprit of mon- 
itor oddities, and these can 
also cause your display to 
jitter, sometimes violently. 
The interference source 
might also be wiring in your 
wall. Try moving the moni- 
tor to another place in the 
room at least several feet 
from its original position. To 
isolate potential video card 
problems, try plugging the 
monitor into a different PC. 

Still stumped? Check 
your 15-pin VGA connector 
for bent or missing pins. If 
you're gentle and careful 
with a set of needle-nose 



pliers, you can straighten bent pins and fix the 
problem. 

If none of this works, you're probably dealing 
with a faulty color gun inside the monitor that 
needs repairing at the factory or replacement. 

Error Message: You observe image persis- 
tence, or "burn-in/' on your display. 

Translation: You have left one image sitting 
on your screen for so long that you can still see 
sort of a ghost image of it when you switch to a 
different image or turn the display off. 

Solution: With CRT screens, burn-in is per- 
manent, just as it has been with TVs for 
decades. This is why CRT users should always 
take care to leave a screen saver of some sort 
enabled, if only to go into standby mode after 
a given period of inactivity. 

If you see burn-in on your LCD display, 
don't panic. LCD technology is impervious to 
long-term burn-in. All you need to do is leave 
the screen off for a while, and the ghost image 
should fade away. H 

by William Van Winkle 



Most Common (And Annoying) 
Video Card Error 



Error Message: 



Translation: 



Solution: 



"You Have Not Connected The 
Power Extension Cable To Your XX" 

You guessed it. This is the only thing, 
along with a suggestion to refer to the 
Getting Started guide, that will display 
on your monitor if you forget to plug 
the four-wire power cable in to any ATI 
performance-level card from the 
RADEON 9700 PRO forward. High- 
end NVIDIA-based cards also require 
a power connection, but at least they 
will boot and run in a lower perfor- 
mance mode if you forget to plug in 
the power. We can't decide which 
approach is better. But the fact 
remains that leagues of system 
builders and upgraders everywhere 
are still in the habit of not needing an 
extra power cable for their graphics 
adapter and inevitably will forget and 
boot up without it. 

Plug in the cable. Tie a ribbon 
around your finger to help you 
remember next time. □ 



PC Errors • 149 



Miscellaneous 



Speaking BIOS 



How To Decipher What Your Computer Is Saying 



When you press the power 
button on your computer, 
the BIOS (Basic Input/ 
Output System) is the first 
thing to swing into action. 
The BIOS is actually a piece of software 
stored on a chip built in to the motherboard 
that is responsible for booting your comput- 
er and making sure all of the devices work. 
At startup, the BIOS initiates a multistage 
process, which includes testing the hardware 
and loading the OS. The testing stage, or 
POST (power on self test), scans your 
devices and system to see if everything is 
communicating properly. 

BIOS manufacturers have created a code 
system to communicate the POST status in 
the form of BIOS beeps. Some newer mother- 
boards include a voice recording that literally 
tells you the status of your computer. In most 
cases, however, we are pleasantly unaware of 
the BIOS and its low-tech language. If every- 
thing is working like it's supposed to, all you 
hear is a beep, and the computer starts. 

All Beep & No Work 

In the event of a critical error during the 
POST, most BlOSes use beeps via the internal 
speaker (or external speakers in the case of 
voiced messages) to alert you to what's 
wrong. This communication is very rudimen- 
tary. During the startup process think of your 
system as a metal primate, only instead of 
using grunts to communicate territorial rights, 
your PC resorts to beeps or a combination of 
beeps and pauses to indicate it has encoun- 
tered specific problems. The "language" your 
PC uses depends on what type of BIOS it has. 
You have to translate beep codes based on the 
model and manufacturer. The two most domi- 
nant BIOS manufacturers are AMI (American 
Megatrends, Inc.) and Phoenix Technologies, 
but there are many others. 

To determine your BIOS manufacturer and 
version number, click Start and Programs (All 
Programs if you're using Windows XP). 
Navigate to Accessories, click System Tools, 
and then click System Information. In the 

150» PC Errors 



System Information window, scan the right 
pane for BIOS Version/Date under the Item 
column. In the adjacent Value column, you 
will find the manufacturer and version of your 
BIOS. For example, here's the data you might 
see for popular BIOS versions from the two 
leading manufacturers: 

Phoenix Technologies, LDT 6, 00 PG, 
8/21/2003 

American Megatrends Inc. 1006.005, 
5/6/2003 

Configure Your BIOS 

Most computers have the default BIOS con- 
figuration set up so that the POST Status 
(sometimes called Power On Status, which is 
essentially the beep code) is enabled. If you 




Using the BIOS (Basic Input/Output System) con- 
figure menu, you can disable or enable the POST 
(power on self test) notification. 

don't hear a beep during a normal boot, check 
your BIOS configuration to make sure POST 
Status is enabled. The users manual that came 
with your computer is your best source for 
information on how to access the BIOS setup 
utility. You can't assume that one Phoenix or 
AMI BIOS setup utility will look the same as 
any other setup utility by Phoenix or AMI; the 
setup utilities can vary in appearance de- 
pending on your system's hardware and 
BIOS version. If you need to enable your 
POST status (beep codes) look for something 
to the effect of POST Status or POST Notifi- 
cation in your setup utility, and enable it by 
using the appropriate key commands, check- 
boxes, or selectable options. 

Your system's manual will likely describe 
the features of your BIOS and include the 



settings that work best for your computer. 
Take caution when changing your BIOS set- 
tings because the improper configuration can 
prevent the system from recognizing your 
peripherals or even from booting. Typically 
pressing and holding (or pressing repeated- 
ly) a designated key such as ESC, DELETE, 
Fl, or F2 as the computer starts up will dis- 
play the BIOS setup utility. Your manual will 
tell you which key to use. 

What's That Beep? 

Occasionally an add-in card may issue 
beep codes during the POST that are not 
directly associated with the BIOS, which 
would explain why your system is opera- 
tional despite emitting more than one beep. If 
you start hearing beeps and your system fails 
to fully boot, the problem is not necessarily 
that your hardware is faulty. You may sim- 
ply have jostled components out of place by 
moving your system. You can sometimes 
solve the problem by reseating (removing 
and reinserting) memory modules or other 
hardware cards within your computer's case. 
Always practice extreme caution when work- 
ing with the inner components of your case, 
and make sure to eliminate static electricity 
by touching a metal surface before handling 
any piece of your computer's hardware. Also 
be sure to unplug your computer. 

Decode That Code 

■ American Megatrends Inc. If your com- 
puter came with an AMI BIOS, and it fails to 
boot after your internal speaker emits one, 
two, or three beeps, then the problem most 
likely lies with your memory modules. Open 
your computer case (remembering to dissi- 
pate static electricity by touching a grounded 
piece of metal). Replace one module at a time 
and turn your system on. If the computer 
boots up, then you know the memory module 
you just inserted is operational. Next, insert 
another module and start your system again. 
Repeat this process until all modules are 
replaced or until the beep code reoccurs and 
the boot process fails. If that happens, you 



Miscellaneous 



can conclude that the module you put in last 
is faulty. Replace it with a new module and 
your system should be fine. 

When your system fails to boot after four to 
seven, or nine to 11 beeps, it indicates a problem 
with your motherboard or your expansion 
cards. As before, dispel static electricity and 
carefully remove all expansion cards (except the 
video adapter) and boot the system. In the event 
that the error code occurs again, there is little 
you can do but contact the manufacturer of your 
motherboard or system. If the error does not 
occur, replace the expansion cards one by one, 
starting the system after each new card. Using 
this process of elimination, you can determine 
which card is causing the problem. 

If your AMI BIOS beeps five times, you may 
be looking at a processor error. At this point you 
should contact the manufacturer of your com- 
puter, though the company will likely tell you 
that you need to get a new CPU. In instances 
where a serious error such as this occurs which 
requires a significant investment to repair, you 
should attempt to duplicate the error several 
times to eliminate any other (possibly cheaper) 



possibilities. Another reason for this error could 
be that the CPU fan has failed, so check to see if 
it is rotating. Reseating the CPU may also solve 
your problem. 

If your AMI BIOS beeps eight times, direct 
your attention to the system video adapter. In 
the event that your video adapter is integrated 
with your motherboard, the board may be faulty. 
If the video adapter is an expansion card, remove 
it (again dissipate static electricity first) and start 
your system. If all goes well, reseat the video 
adapter card and start your system. If the beep 
code reoccurs and the system fails to boot, then 
your card is likely to blame. If the system boots 
fully, then reseating the card solved the problem. 

■ Phoenix Technologies. If your computer came 
with a Phoenix BIOS, the beep codes consist of a 
series of beeps and pauses, which will direct your 
attention to the appropriate aspect of your system 
that is malfunctioning. In the event that your 
Phoenix BIOS beeps once, pauses, beeps twice, 
pauses, beeps twice, pauses, and beeps three 
more times, direct your attention to the BIOS 
itself. If your BIOS is upgradeable, you may need 



AMIBIOS 'Source: AMI Beep Code List (v 1 .6) 


# of Beeps 


POST (power on self test) 
Technical Description* 


Troubleshooting Tip 


1 (booting halted) 


Memory refresh timer error 


Reseat memory modules one at a time and replace faulty memory. 


2 


Parity error 


Reseat memory modules one at a time and replace faulty memory. 


3 


Base memory read/write test error 


Reseat memory modules one at a time and replace faulty memory. 


4 


Motherboard timer not operational 


Remove and reseat all expansion cards one at a time (except video card). 


5 


Processor error 


Remove and reseat all expansion cards one at a time (except video card). 


6 


8042 Gate A20 test error (cannot 
switch to test mode) 


Remove and reseat all expansion cards one at a time (except video card). 


7 


General exception error 


Remove and reseat all expansion cards one at a time (except video card). 


8 


Display memory error 


Remove and reseat video card; if integrated, motherboard may be faulty. 


9 


AMIBIOS ROM checksum error 


Remove and reseat all expansion cards one at a time (except video card). 


10 


CMOS read/write error 


Remove and reseat all expansion cards one at a time (except video card). Check CMOS. 


11 


Cache memory test failed 


Remove and reseat all expansion cards one at a time (except video card). 


PhOGnixBIOS *POST beep codes descriptions published courtesy of Phoenix Technologies. 


Beep Patterns (Numerals 
refer to number of beeps and 
hyphens represent a pause.) 


POST (Power On Self Test) 
Technical Description* 


Troubleshooting Tip 


1-2-2-3 


PhoenixBIOS ROM checksum error 


Remove and reseat all expansion cards one at a time (except video card). If 
possible, update BIOS. 


1-2-3-3 


Error in DMA-Controller 


Contact the manufacturer, service motherboard, or replace motherboard. 


1-3-1-1 


Test DRAM refresh 


Reseat memory one at a time and replace faulty memory, or check to see if 
motherboard supports installed memory. 


1-3-1-3 


Keyboard-controller test failure 


Reseat memory one at a time and replace faulty memory. 


1-4-2-1 


CMOS read/write error 


Remove and reseat all expansion cards one at a time (except video card). 
Check CMOS. 









to flash update it to solve this problem. You can 
visit your motherboard manufacturer's (not the 
BIOS manufacturer's) Web site for information 
on how to update your BIOS, should it require an 
update. Reseating or checking the expansion 
cards may also lead to an answer to the problem. 
Again, make sure to dissipate static electricity 
prior to handling your computer's internal com- 
ponents. You might need to replace the BIOS 
should the beeps persist, in which case you 
should contact your motherboard manufacturer. 
A Phoenix BIOS that beeps once, pauses, 
beeps four times, pauses, beeps twice, pauses, 
and then beeps once more is alerting you to a 
problem with the CMOS (complementary metal- 
oxide semiconductor), which is the memory that 
stores the BIOS. Attempt to remove all expan- 
sion cards (except the video card) and then 
reseat them one at a time. If the error still occurs, 
contact your motherboard's manufacturer as 
you probably need to replace the CMOS . 

When your Phoenix BIOS beeps once, paus- 
es, beeps three times, pauses, beeps once, paus- 
es, and beeps one more time, the error lies with 
the memory modules. You should check to see 
if your motherboard sup- 
ports the installed memo- 
ry, or reseat the memory 
modules one at a time, 
restarting your system 
after each reseat. 

Post Script 



The lack of an industry- 
wide standard for BIOS 
beeps means that to suc- 
cessfully troubleshoot your 
beeps you need to look up 
your BIOS manufacturer's 
beep code list for your 
particular BIOS version. 
Phoenix and AMI both 
have downloadable PDF 
documents that detail beep 
codes and what they refer 
to. You can obtain a list of 
AMI BIOS beep codes at 
www.americanmega 
trends.com/support 
/bios.cfm. Phoenix beep 
codes are available at www 
.phoenix.com/resources 
/biospostcode.pdf. H 

by Andrew Leibman 



PC Errors • 151 



Miscellaneous 



The Fatal Exception Error 

Deciphering Processor Exception Codes 



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Talk about a scary sight. No one likes to 
see error messages on their personal 
computer, but some Windows messages 
are downright alarming: 

"A fatal exception OE has occurred 
at 0028:xxxxxxxx in VXD IFSMGR(04) + 
0000D4F1. The current application will be 
terminated." 

FEEs (fatal exception errors) don't mean 
that anything has died— not your computer 
and unfortunately not even that annoying 
paper clip in Microsoft Office. They do mean 
that Windows 9x/Me/XP has encountered an 
error so severe that the application or the OS 
can't continue to run. An error message like 
the one above can show up in its own window 
or in a full-screen announcement often called 
a Blue Screen of Death (for more on the dread- 
ed BSOD, see "Big, Bad & Blue" on page 7. 

Usually, you can bring the computer back to 
life with a reboot. Unfortunately, the problem 
that caused the error could remain unsolved. 
Sleuthing out a solution can be tricky, so it pays 
to learn about FEEs and why they occur. Read 
on for a deeper understanding of FEEs and for 
tips to help you troubleshoot your system. 

Post-Mortem 

Microsoft says that FEEs happen most often 
when you're launching an application or start- 
ing or shutting down Windows. Several things 



can cause them, the company says, 
such as: 

"Access to an illegal instruction has 

been encountered." The application 

has an error in its programming or is 

trying to do something that the OS or 

processor can't logically let it do. 

"Invalid data or code has been 
accessed." Some data or part of the 
application may be corrupted or written 
incorrectly. 
"The privilege level of an operation is 
invalid." The application is trying to do 
something without permission. 
Most often, buggy software is to blame for 
these problems. Applications often have pro- 
gramming mistakes that ask the computer to 
do something it can't or shouldn't, which the 
OS will report as an FEE. Occasionally, appli- 
cations that work fine by themselves may 
conflict with each other to cause trouble like 
this. Viruses and worms can also muck 
things up. 

Some hardware problems can also spawn 
FEEs. Your computer's RAM modules store the 
OS, applications, and data the PC is currently 
using as electric charges within solid-state mem- 
ory chips. These memory chips need constant 
electronic refreshing, as they can't retain data for 
long without power. If the RAM isn't of the 
highest quality, it doesn't 
take much to disrupt the 
delicate balancing act of 
storing 150MB or more 
data in a typical computing 
session. Heat buildup can 
also affect RAM's ability to 
properly store data, which 
is why a computer without 
good ventilation will typi- 
cally have more errors than 
a cooler-running PC. 

Because Windows uses 
some hard drive space as 
extra room for the RAM, 
calling it virtual memory, 
any problems on your 
drive can crop up as FEEs. 
Hard drives tend to be 



susceptible to excessive heat, just like RAM 
modules. They can also be physically damaged 
if they're dropped or even set down roughly. 

The same goes for your PC's motherboard, 
or main circuit board. If any memory modules 
or device cables aren't completely connected, 
you'll see at least some errors. Dirty electrical 
contacts, kinked cables with broken wires 
inside, faulty capacitors, and hairline cracks in 
the motherboard are some of the most elusive 
sources of maddeningly intermittent errors. 

All of these causes mean that there can be a 
wide variety of FEEs. Windows offers a help- 
ing hand by breaking these down into types. 
Let's have a closer look at the Win9x/Me error 
message above. 

"A fatal exception OE has occurred 
at mi&xxxxxxxx in VXD IFSMGR(04) + 
0000D4F1." 

The 0D is a hexidecimal number code that 
tells you the type of FEE you're dealing with. 
These codes range from 00 (0) to 09 (9) and 
from 0A (10) to 11 (17). Microsoft offers a list of 
technical descriptions of each kind of FEE (go 
to support.microsoft.com and search for article 
150314). You can also search for specific types 
of FEEs in WinXP, such as general protection 
faults, in Microsoft's Knowledge Base. We've 
listed the main errors below in the Customary 
FEEs section of this article. 




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Microsoft's Knowledge Base has grown into a highly useful resource. 
This particular article (search for 150314) discusses all the fatal 
exception errors common to Windows 9x/Me. 



152» PC Errors 



Miscellaneous 



"VXD IFSMGR" names the file involved in the 
error, with the file extension switched around to 
the front. In other words, it's Ifsmgr.VXD. 

The parts of the error message with numbers, 
such as ''OOlS.xxxxxxxx," designate things such 
as the part of the program's code (the list of 
instructions that makes up the application) that 
triggered the error. These numbers are probably 
only of interest to the software developer. 

WinXP tells you the type of error in a more 
plain-English way. Here's an example from 
Microsoft. This error happens when someone 
tries to run AOL 4.0 on WinXP: 

"WAOL caused a General Protection Fault 
in module SUPERSUB.DLL at 0001:325B" 

Customary FEEs 

Some FEEs are much more common than 
the others, so we'll hit the highlights here. 

A GPF (general protection fault; [type 0D]) 
is kind of the catch-all category among FEEs, 
so you'll probably see it the most. This also 
makes its root cause harder to pin down. 
However, Microsoft says that GPFs often stem 
from a memory problem. 

Data corruption in RAM should be your 
chief suspect here. That could mean faulty 
RAM modules, memory sticks not seated 
properly, and /or too much heat. 

Microsoft also says that GPF errors can also 
happen if the computer's video adapter has a 
faulty or corrupted driver (software that lets 
an OS use a hardware device, such as a printer 
or sound card). Some software that expects 



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Besides buggy applications, hardware device drivers are often to 
blame for fatal exception errors. Video card drivers top the rogues' 
gallery, so if you encounter FEEs, you may need to spend some time 
browsing the FAQ section on the Web site of the manufacturer that 
produced your card. 



certain video adapter driver settings, such as 
Hardware Acceleration set to Full, can cause a 
GPF if the drivers are set otherwise. Old multi- 
media applications can also be to blame, as 
well as missing system files, the company says. 

A page fault (0E) happens when the OS 
can't find the data it's expecting to discover in 
virtual memory on the hard drive. A page 
refers to the section of RAM or virtual memory 
storing a piece of data. A page fault can also 
occur if the OS tries to access data in the wrong 
way or if a VXD (virtual device driver) file is 
located in the wrong folder on the hard drive. 

A stack fault (0C) occurs when an applica- 
tion tries to access data that it thinks is stored 
outside its assigned stacks or areas of memory 
allocated to it. 

Resurrection 

Click the Details button in the error window 
if one is offered. Jot down the first line or two 
of the error message so you can look it up later. 
You don't have to include all the "Press any 
key to continue" parts, but you should write 
down the type of error and filename, such as: 

"A fatal exception 0E has occurred at 
0028:rrara: in VXD IFSMGR(03) + 000CF7C" 
Sometimes you can close an error window 
and try to continue your computing session. If 
you can, run an antivirus scan. Some nasty bugs 
can get a better toehold on your system during 
the bootup period before antivirus and anti-spy- 
ware software starts to run, so it's a good idea to 
first try to root out any possible nasties before 
you shut off your PC. 

More often after an 
FEE, you'll have to reboot. 
This is especially true if 
your error message came 
in the form of a blue 
screen. To do this, press 
CTRL-ALT-DEL, press 
your PC's reset button, or 
shut the computer off and 
turn it back on again after 
a few moments. 

If Windows suggests that 
you start it in Safe Mode, do 
so for now. Safe Mode starts 
the OS with only essential 
drivers and processes. This 
may let you more easily 
troubleshoot the problem 
that led to the FEE, especial- 
ly if a third-party app or 
driver is to blame. 



_0 xE 



Windows will probably offer to run Scan- 
Disk to check for errors resulting from the 
reboot, as Windows can only properly end all 
its processes when you shut down the normal 
way (click Start, Shut Down, and OK or Shut 
Down). Let the disk scan run a complete check 
of your drive. 

If you didn't see any FEEs before you 
installed a new program, there's a strong like- 
lihood that the new application is at least 
partly to blame. Uninstall it and reinstall it. 
Also, check its manufacturer's Web site for a 
list of FAQs (frequently asked questions), one 
of which may describe the problem you're 
having. If so, try the remedy the FAQ sug- 
gests. For example, if the application is 
known to conflict with another one, you may 
need to uninstall one of them or download a 
newer version. 

The software vendor site's Tech Support or 
Downloads sections may offer updates or 
patches you can download and install. Even if 
an update's description doesn't specifically 
mention your problem, it may still fix a bug in 
the software that indirectly affects your situa- 
tion. Likewise, if you suspect your video card 
or other hardware, look for a new driver or 
FAQs at the manufacturer's site. 

If your FEE seems to have come out of the 
blue, try looking it up in Microsoft's 
Knowledge Base for troubleshooting help. 
Try keywords such as the type of error and 
the file name, such as "fatal exception 0E IFS- 
MGR," rather than the strings of numbers in 
the message. 

On the hardware side, make sure that your 
computer's fans are all working and that rib- 
bon cables aren't blocking the airflow 
through the case. With your computer off, 
remove and reinstall your RAM modules to 
make sure they're seated properly. RAM 
from a quality manufacturer, such as Corsair, 
Micron/Crucial, or Kingston, is generally 
more trouble-free than cheaper brands. 

Finally, check your hard drive for errors 
using ScanDisk or CheckDisk and defrag- 
ment it using Disk Defragmenter. If your 
drive has very little free space, uninstall apps 
or delete data you don't need or upgrade to a 
bigger drive. 

Fatal exception errors can be tricky to diag- 
nose, but now you know that you don't have 
to let them kill your computing fun. H 

by Marty Sems 

PC Errors • 153 




Lighten Up. 



It wasn't so long ago that if you wanted to bring 
your data with you, your hardware had to come 
too. Well, that's all in the past now thanks to 
the new SanDisk Cruzer™ Mini. At under half 
an ounce, the Cruzer Mini goes anywhere, and 
with up to 256MB of flash memory, it takes a lot 
with it. Hi-speed USB 2.0 compliant, SanDisk's 
Cruzer Mini lets you transfer data faster than 
ever before. And at less than 8mm thick, all 
it needs is a single USB slot. Just drag, drop, 
and go. It's all about convenience - no extra 
hardware, no worries. 

So whether you're installing utilities or updating 
print drivers for the umpteenth time, you can 
take your files with you wherever you go - and 
you won't even need your dolly. 




For more information on SanDisk 
Cruzer Mini, visit www.sandisk.com/smart 



SaiDisk^ 



SanDisk and the SanDisk logo are registered trademarks and Cruzer is a trademark of 
SanDisk Corporation. Other brands and products are trademarks of their respective holders. 
©2004 SanDisk Corporation. All rights reserved. 



Error 



Messag 



e Index 



Characters-#s 



\\computer\resource is not accessible. Access Denied., 101 

0x0000008E, 36 

0x000000D1,36 

0x4,0,0,0, 35 

0xc000026C, 36 

400-Bad Request, 128 

401 -Authorization Required, see 401 - Unauthorized 

401 -Unauthorized, 123 

402 -Payment Required, 123 

403 -Forbidden, 123 

404 -Not Found, 123-124 

405 -Method Not Allowed, 127 

406 -Not Acceptable, 124 

407 - Proxy Authentication Required, 125 

408 -Request Timeout, 124 

409 -Conflict, 124 

410 -Gone, 124-125 

411 -Length Required, 125 

412 -Precondition Failed, 125 

413 - Request Entity Too Large, 125 

414 - Request URI Too Long, 125 

415 - Unsupported Media Type, 125-126 

500 - Internal Error, see 500 - Server Error 
500 -Server Error, 126 

501 -Not Implemented, 126 
502 -Bad Gateway, 126 

502 - Service Temporarily Overloaded, see 502 - Bad Gateway 

503 - Service Unavailable, 126 

504 - Gateway Timeout, 126 

505 - HTTP Version Not Supported, 126 
80 Wire Cable Not Installed, 139 

8042 Gate-A20 Error!, 139 
8E STOP, 37 



A corrupt extension 'path' was detected in the Registry., 84 

A device attached to the system is not functioning., 33 

A disk I/O failure occurred., 86 

A duplicate name exists on the network., 101 

A fatal exception 00 has occurred at X, 69 

A fatal exception 06 has occurred at X, 71 

A fatal exception 06 has occurred at xxxx:xxxxxxxx. The cur- 
rent application will be terminated., 55 

A fatal exception 06 has occurred at xxxx:xxxxxxxx. The cur- 
rent application will be terminated., 55 

A Fatal Exception 0E Has Occurred at 0028:<XXXXXXXX> 
in VXD SYMEvent(02)+XXXXXXXX, 54 

A Fatal Exception 0E Has Occurred at 0028:<XXXXXXXX> 
in VXD SYMEvent(02)+XXXXXXXX, 54 

A Fatal Exception 0E has occurred at 0028:C00082CD in 
VxDVMM(01)+000072CD,55 

A Fatal Exception 0E has occurred at 0028:C00082CD in 
VxDVMM(01)+000072CD,55 

A Fatal Exception 0E has occurred at 0028:C001AEEB, 54 

A Fatal Exception 0E has occurred at 0028:C001AEEB, 54 

A fatal exception 0E has occurred at 0028:C02A0201 in VXD 
IOS(04)+00001FC9, 54-55 

A fatal exception 0E has occurred at 0028:C02A0201 in VXD 
IOS(04)+00001FC9, 54-55 

A fatal exception 0E has occurred at 0028:xxxxxxxx in VXD 
IFSMGR(04) + 0000D4F1. The current application will be 
terminated., 152-153 

A fatal exception 0E has occurred at 0028:xxxxxxxxin VXD 
IFSMGR(04) + 0000D4F1. The current application will be 
terminated., 152-153 

A fatal exception XX has occurred at xxxxxxxxxxxx, 54 

A fatal exception XX has occurred at xxxxxxxxxxxx, 54 



A filename cannot contain any of the following characters: 
V:*?"<>|, 68 

A general network error occurred., 83 

A network resource shortage occurred., 85 

A port with that name already exists. Choose another port 
name., 92 

A problem exists with the system configuration., 86 

A problem has been detected and windows has been shut- 
down to prevent damage to your computer. 
PROCESS1_INITIAUZATION_FAILED, 16 

A Product Identification Number is required to set up 
Windows 95 (or Windows 98)., 52 

A Request To The Host Is Taking Longer Than Expected, 126 

A required file kernl32.dll was not found., 33 

A Runtime Error has occurred. Do you wish to debug? Line: 
XX. Error: YY, 105 

A:\ is not accessible. The device is not ready., 31 

Access Denied, see 401 - Unauthorized 

Access to an illegal instruction has been encountered., 152 

Access to P/ATMXXwas denied., 96 

Access to the specified device, path or file is denied., 146 

Access was denied because the user name and/or password 
was invalid on the domain., 44 

Active connections still exist., 86 

ActiveMovie not responding, 24 

An AOL Error Has Occurred., 133-134 

An application error has occurred and an application error log 
is being generated. SPOOLSV.EXE Exception: access vi- 
olation (0xc0000005), Address Parameter!., 96 

An error has been encountered that prevents Setup from 
continuing. The critical system info file SySetup.inf layout 
is corrupt or missing., 79 

An error has occurred during configuration of home net- 
working on this computer. For more information, see the 
home networking log file., 42 

An error occurred sending the command to the application., 98 

An error occurred while Internet Connection Sharing was 
being enabled. The dependency service or group failed to 
start., 45 

An error occurred while reconnecting X: to WcomputerVe- 
source. This connection has not been restored., 101 

An error occurred while saving changes. Some changes will 
not be remembered., 99 

An error occurred while trying to remove X Uninstallation 
has been cancelled., 66 

An error occurred while Windows was working with the 
Control Panel file ...\SYSTEM\JOY.CPL, 64 

An exception 0E has occurred at X, 70 

An exception OE has occurred at XX called from XX in XX, 
75 

An inconsistency was encountered on the tape in drive letter 
XX. Do not append to this tape., 85 

An internal consistency check failed., 83 

An internal consistency error has occurred., 86 

An internal Windows 2000 error occurred., 82 

An Invalid Page Fault In Module KERNEL32.DLL At 
025f:Bff87ede, 87 

An operations error occurred., 87 

An unexpected error (768) occurred at line 51 18 in <dhv- 
e/effe/>\xpclient\base\boot\setup\setup.c Press any key to 
continue., 16 

An unexpected error occurred., 42 

An unknown error has occurred., 53 

Another copy of this application is already running, 35 

AOL Has To Reset Your Connection, 133 

application name is not a valid Win32 application., 33 

Application Name: Winword.exe. Application Version: 
10.0.4009.0. Module Name: winword.exe. Module 
Version: 10.0.4009.0. Offset: 00144ad3. Word has de- 
tected a problem with the existing normal.dot. Would you 
like to create a new normal.dot?, 110 



Application Name: Winword.exe. Application Version: 
11.0.55207.4. Module Name: Mso.dll. Module Version: 
11.0.5207.5. Offset: 00842bfc, 109 

Application Name: Winword.exe. Application Version: 
11.0.5604.0. Module Name: Mso.dll. Module Version: 
11.0.5606.0. Offset: 00059890., 109 

Application Name: Winword.exe. Application Version: 
11.0.5604.0. Module Name: Gdiplus.dll. Module Version: 
6.0.3260.0. Offset: 00082f1d., 109 

Application Name: Winword.exe. Application Version: 
11.0.5604.0. Module Name: Winword.exe. Module 
Version: 11.0.5604.0. Offset: 003606fc, 109 

AppName: excel.exe. AppVer: 11.0.5612.0. ModName: 
gdiplus.dll. ModVer: 6.0.3260.0. Offset: 00082f15., 113 

AppName: WinExcel.exe. AppVer: 1 1.0.5207.4. ModName: 
Mso.dll. ModVer: 11.0.5207.5. Offset: 00842bfc. After 
closing the error signature, you will see this additional error 
message: The exception Illegal Instruction. An attempt was 
made to execute an illegal instruction. (oxc000001d) oc- 
curred in the application at location 0x31482bfc, 112 

Automatic Recovery protects your computer if setup fails. There 
is not enough disk space on the drive highlighted below to 
store the Automatic Recovery data. This data is temporary 
and will be deleted when setup completes., 104-105 



Bad Command Structure, 40 

Bad File Request, 126-127 

BAD_POOL_CALLER Stop 0xC2., 95 

Bad Sectors Found on Drive X, 142 

BIOS ROM checksum error— System Halted, Insert Disk, 137 

Browser Unsupported, 133 

Burn Process Failed at YYx (ZZZZKB/s), 142-143 



C:\WindowsWsystem32\hal.dll. Please re-install a copy of the 

above file., 22 
Can't open uninstall log file XX, 66 
Can't Parse HTTP, 127 

Cannot Add Form Submission Result To Bookmark List, 127 
Cannot copy file to disk, the disk may be full or write-pro- 

tected, 63 
Cannot copy XX: Access is denied. The source file may be in 

use., 96-97 
Cannot Create Video Window, 148 
Cannot delete file name. This file is in use by the following 

program: Microsoft Excel. You must close the file before 

proceeding., 114 
Cannot delete XX This file is in use by the following pro- 
gram: YY. You must close the file before proceeding., 118 
Cannot delete: Cannot find the specified file. Make sure you 

specify the correct path and filename., 67 
Cannot Find a Device File That May Be Needed to Run 

Windows or a Windows application., 58 
Cannot find autorun.exe, 61 

Cannot find the file file name.x\s (or one of its components)., 114 
Cannot find the file path (or one of its components). Make 

sure the path and filename are correct and that all re- 
quired libraries are available., 115 
Cannot find the file Xor one of its components, 67 
Cannot find the file(s) needed to start this application., 33 
Cannot load Remote Access Service Connection 

Manager.,43 
Cannot modify the drive letter of your system or boot volume, 

77 
Cannot open file., 71 
Cannot open Internet site..., 73 
Cannot overwrite XX: The specified file is being used., 97 
Cannot Shut Down Windows with USR USB Modem and ATI 

Rage 128 Video Adapter, 59 



PC Errors • 155 



Error Message Index 



gc 



CD Recording Software Will Cause Windows to Become 
Unstable, 39 

CDR-101,33 

CD-RW is not under Direct CD's control, 60 

Certificate Services configuration information is corrupted., 
86 

Check networking protocol connections . . . TCP/IP CP re- 
ported error 733: Your computer and the remote com- 
puter could not agree on PPP control protocols., 102 

CMOS Memory Size Mismatch, 140 

Code 28 (The drivers for this device are not installed)., 147 

Computer ConfigurationWVindows SettingsVLocal 

Policies\SecurityOptions\Shutdown: Clear virtual memory 
pagefile., 37 

Computer is too fast for current driver software., 84 

Connection Refused By Host, 127 

Copy. The file being copied is too large for the destination 
drive. If possible, insert a higher-capacity disk., 141 

Copying . . . XX Minutes Remaining, 143 

Copying File or Folder. Cannot copy error_copying: The disk 
is write-protected. Remove the write-protection or use an- 
other disk., 141 

Could not connect to the printer: The system cannot find the 
file specified., 91 

Could not create file for recording, please ensure the 
recording folder exist., 146 

Could Not Find Acrobat External Window(s) Handler., 132- 
133 

Could not initialize port, 75 

Could not load or run XX specified in the Registry. Make sure 
the file exists on your computer, or remove the reference 
to it in the Registry., 96 

Could not start a print job., 91 

Could not start print job., 47 

Create Overlay Failed, 148 

CTDPROXY.DLL, 146 

Ctplay2 has generated errors and will be closed by Windows, 
146 

Ctplay2.exe/Eacontrol.exe has encountered a problem and 
needs to close. We are sorry for the inconvenience., 146 



Damage to the file was so extensive that repairs were not 
possible. Excel attempted to recover your formulas and 
values, but some data may have been lost or corrupted., 
113 

Data Error Reading Drive <XX>, 58-59 

Data is invalid, 30 

Data or no disc loaded, 61 

Delayed Write Failed, 30 

Delayed Write Failed, 40 

Devices or applications disabled. CD Recording software will 
cause Windows to become unstable. Windows has pre- 
vented these drivers from loading. Click here for more de- 
tails., 20 

Disk I/O error: Status=00008001 Failed to arcread the boot 
partition to check for a disk signature, 79 

Disk is not formatted. The disk in drive A is not formatted. Do 
you want to format it now?, 31 

dmistart caused an IPF in module dmistart.exe at 
015f:00401a0c,55 

Drive converter unable to find the drive partition, 65 

Drive not responding., 85 

Drive X contains errors that must be corrected before the 
drive can be compressed., 67 

Due to an unexpected error the system cannot be restarted., 98 

Duplicate name exists. The name 'XX could not be regis- 
tered on the Interface with IP address 
XXXXXXXXXXXX. The machine with the IP address 
YYY.YYY.YYY.YYY6I6 not allow the name to be claimed 
by this machine., 47 



Error 1305: Setup Cannot read XX Check your network con- 
nection or, if you are installing from CD-ROM, be sure 
that the YY CD-ROM is in the drive. Click Retry to con- 
tinue or Cancel to stop the installation., 104 

Error 1307 There is not enough disk space to install this file. 
Free some disk space and then click 'Retry', or click 
'Cancel' to exit., 104-105 

Error 1402. Could not open key., 41 

Error 1608. Setup could not locate a version of Microsoft 
Office 97, 2000 or XP on the selected drive. Click OK to 
stop the installation. If you have a version of Microsoft 
Office on CD-ROM, run setup again. For more informa- 
tion, see XX under "Locating a previous version of 
Office.", 105 

Error 20— Memory Overflow, 145 

Error 21 4, File Not Found, 131 

Error 2229: An internal error has occurred., 43 

Error 234: Additional data is available., 102 

Error 623: The system could not find the phone book entry 
for this connection., 46 

Error 629: You have been disconnected from the computer 
you dialed. Double-click the connection to try again., 73 

Error 629: You have been disconnected from the computer 
you dialed. Double-click the connection to try again., 74 

Error 630: The computer is not receiving a response from the 
modem. Check that the modem is plugged in, and if nec- 
essary, turn the modem off, and turn it back on., 74 

Error 633. The modem is already in use or not configured for 
dialing out., 91 

Error 678 - There Was No Answer, 129 

Error 691: Access denied because username and/or pass- 
word is invalid on the domain., 44 

Error 692: Hardware failure in port or attached device., 91 

Error 692: Hardware Failure in the Modem, 31 

Error 745: An essential file is missing. Re-install Dial-Up 
Networking., 73 

Error 769, 33 

Error 769: The specific destination is not reachable., 45 

Error 797 - The Modem Could Not Be Found, 129 

Error code 800b0001 Signature for Windows 2000 

Professional is invalid. Setup had problems registering the 
following OLE control dll: WINNT\System32\initpki.dll, 79 

Error Copying File or Folder. Cannot copy XX: There is not 
enough free disk space. Delete one or more files to free 
disk space, and then try again., 142 

Error Deleting File or Folder. Cannot delete XX: Access is 
denied. Make sure the disk is not full or write-protected 
and that the file is not currently in use., 142 

Error Deleting File. Cannot delete XX Access is denied. 
Make sure the disk is not full or write-protected and that 
the file is not currently in use., 67 

Error Loading GDI. EXE. You Must Reinstall Windows, 57-58 

Error Loading Kernel. You Must Reinstall Windows., 57 

Error loading operating system., 82 

Error Loading User.exe. You Must Reinstall Windows, 57 

Error Message: An unexpected error has occurred. 
(536821760) occurred at line 1768 in 
D:\xpclient\base\boot\setup\arcdisp.c, 1 7 

Error performing Inpage Operation., 92 

Error Reading Drive <XX>, 58-59 

Error Reading From File [Installer Error 1305], 33 

Error Starting Program: A required .DLL file, 
SUPERSUB.DLL was not found., 74 

Error starting the program. The XX file cannot start. Check 
the file to determine the problem, 66 

Error SU0013 — Setup could not create files on your startup 
drive and cannot set up Windows. If you have HPFS or 
Windows NT file system, you must create an MS-DOS 
boot partition. If you have LANtastic server or SuperStor 
compression, disable it before running Setup. See 



SETUP.TXT on Setup Disk 1 or the Windows CD-ROM., 

53 
Error SU0018 — Setup could not create files on your startup 

drive and cannot set up Windows. There may be too 

many files in the root directory of your startup drive. For 

more information, see SETUP.TXT on Setup Disk 1 or the 

Windows CD-ROM., 49 
Error SU0129 — Setup was unable to determine your com- 
puter's hardware configuration. Setup cannot continue 

and will now close., 49 
Error SU0350 — Setup was unable to display the 

Nondisclosure Agreement. Setup will now close., 51 
Error SU0358 — Setup detected one or more MS-DOS- 
based programs running on your computer. Close your 

MS-DOS programs, and then click OK to continue. Or, 

click Cancel to quit Setup., 51 
Error SU0515 — Setup was unable to configure your network 

components. To continue without network support, click 

Yes. To quit Setup, click No., 51-52 
Error writing to drive C:, 64 
Error writing to LPTx for Printer XX, there may be a problem 

with the Network or password is incorrect., 60 
Error. A Runtime Error Has Occurred. Do You Wish To 

Debug?, 135 
ERROR: 0D: 0246: XXXXXXXX Press Key To Continue., 

136 
Error: Cannot get main entry point for C:WINDOWSSYS- 

TEMVIPERSTI.CPL. Error:127 [ERROR=127 (7Fh)], 16 
ERROR: OE: 0028: C0012D2C, 16 
Error: The signature for Windows XP edition Setup is invalid. 

The error code is fffffdfO, 16 
Error: Warning! Setup failed to remove the setup catalog ie- 

excep.cat, 16 
Error: Warning! Setup failed to remove the setup catalog 

spl.cat, 16 
Errors were detected in file name.x\s, but Microsoft Excel 

was able to open the file by making the repairs listed 

below. Save the file to make these repairs permanent., 

113 
EXPLORER caused a general protection fault in module 

CM8330SB.DRV, 59 
Explorer caused a general protection fault in module 

qtw32.cpl at X, 69 
EXPLORER caused an invalid page fault in module 

KERNEL32.DLL, 56 
Explorer.exe has encountered a problem and needs to close. 

We are sorry for the inconvenience., 42 



Failed DNS Lookup, 127 

Failed to install product catalog., 16 

Fatal 0E, 55 

Fatal Error: An error has been encountered that prevents 
setup from continuing. One of the components that 
Windows needs to continue setup could not be installed. 
Press OK to view the setup log file., 13 

Fatal Error: Setup Cannot Continue. Please Contact 
Microsoft Technical Support. (Error: 3E6h), 13 

Fatal Error: Setup failed to install the product catalogs. This 
is a fatal error. The setup log files should contain more in- 
formation., 16 

Fatal Exception 0D, 54 

Fatal Exception 0E at 0028:c028bac6 in VXD 

Vwin32(05)+0000281 a dmistart timed out waiting for INIT- 
COMPLETE message from c:\programfiles\intel\ldcm\, 55 

Fatal Exception Error Message in VXD IOS(04). The current 
application will be terminated, 55 

Fatal Exception OE At 0028:c001545a; Exception OE At 
0028:c81oa23a In vxd AFVXD (01) +00001 64a called 
from 0028:c00457ec in vxd ND15 (01) + 0000 4860, 130 

Fatal System Error: OxOOOOOOaO (0x00000002, 0x00000000, 
0x00000000), 21 



156» PC Errors 



Error Message Index 



Fatal System Error: OxOOOOOOaO 

(0x00000002,0x000701 24,0x00000000,0x00000000), 40 
File Contains No Data, 127 
File Not Found., see 404 - Not Found 
Floppy Disk Fail (40), page 138 
Floppy Disk is Not Accessible, Not Formatted, or Not 

Recognized by Windows, 31 
FTP Server could not initialize the socket library. The data is 

the error., 83 



General Protection Fault in module XX, 93, 96 

Hard disk drive failure, 21 

Hard Disk Errors Caused by Damaged Data or Physical 

Damage, 58-59 
Hardware Monitor Found An Error, Please Check Power 

Setup., 138 
Helper Application Not Found, 127 
Host Unavailable, 127 
Host Unknown, 127-128 
Hpppt.exe unable to locate component. This application 

failed because WNASPI32.DLL was not found., 20 
HTTP Error 403 Forbidden Internet Explorer. You Are Not 

Authorized To View This Page. You Might Not Have 

Permission To View This Directory Or Page Using The 

Credentials You Supplied., 136 



I/O Error, 58-59 

lexplore caused an general protection fault in module 
cm8330.drv, 59 

EXPLORE Caused An Invalid Page Fault In Module 
<Unknown> At 0000.78581 f00., 135-136 

Illegal operation error, 144-145 

Initializing Device IOS: Windows Protection Error, 68 

Insert a writable disc to continue. There is no disc in the 
drive. Please insert a writable CD in drive X, 143 

lnstall.exe is not a valid Win32 application, 39 

Installer not responding Internal Error 2608, 1332, 81 

Insufficient buffer size, unable to proceed., 83 

Internal Page Fault, 131 

Internet Connection Could Not Be Established, 46 

Internet Connection is Required, 46 

Internet Explorer Has Encountered A Problem And Needs To 
Close. We Are Sorry For The Inconvenience., 134-135 

Internet Explorer has encountered a problem and needs to 
close. We are sorry for the inconvenience., 45-46 

Internet Explorer Script Error. An error has occurred in the 
script on this page. Line: 49 Char: 1 Error: This command 
is unavailable because the license to use this application 
has expired. Code: URL: res://C:\PROGRA~1\MI- 
CROS~1\OFFICE10\EXCEL.EXE\3000 Do you want to 
continue running scripts on this page?, 135 

Internet Explorer Script Error: An error has occurred in the 
script on this page, 74 

Invalid address was specified for adapter name. This inter- 
face cannot be initialized., 86 

Invalid data or code has been accessed., 152 

Invalid DHCP Lease, 136 

Invalid domain or server name., 84 

Invalid Drive Specifications, 63 

Invalid local device., 72 

Invalid page fault in module: kernel32.dll At 015f:bff766f6, 130 

Invalid Page Fault, 1 

Invalid RDP Data can Cause Terminal Service Failure., 86 

Invalid Write State, Could Not Perform EndTrack, Command 
Sequence Error, Could Not Perform Fixation..., 142 

IRQ_NOT_LESS_THAN_OR_EQUAL, 139 

IRQL_NOT_LESS_OR_EQUAL, 88, 94 

It is now safe to turn off your computer, 24 



Java Not Enabled, 132 

Java Not Installed, 132 

JavaScript Error, 131-132 

KERNEL_STACK_INPAGE_ERROR, 34 

Keyboard Error Or No Keyboard Present., 138 

Load needed DLLs for Kernel, 38 

Local Area Connection - Network cable unplugged., 103 



Maximum number of files already open. Close a file or appli- 
cation to open this file., 97 
Maximum number of partitions exceeded., 87 
Memory Allocation Failed., 87 
Memory Test Failed, 140 
Microsoft Excel cannot find a match., 115 
Microsoft Excel cannot find the data you're searching for. 

Check your search options, location, and formatting., 114 
Microsoft Internet Explorer: Internet Explorer cannot open the 

Internet site XX Invalid syntax., 74 
Microsoft PowerPoint "hlink.dll" can't be loaded., 119 
Microsoft PowerPoint failed to load "hlink.dll", 119 
Microsoft PowerPoint has encountered a problem and needs 

to close. We are sorry for the inconvenience., 1 1 6 
Microsoft visual C++ runtime library: runtime error! c:\pro- 

gram files\intel\ldcm\ci\ia\ciamngr.exe abnormal program 

termination., 55 
Microsoft Word cannot install the necessary files due to 

Windows Installer Error 1605., 110 
Modem in use by another application, 45 
Modem is busy or not responding., 91 
Mozilla cannot use the profile 'default' because it is in use. 

Please choose another profile or create a new one., 132 
Mplayer2 caused an invalid page fault in module kernel32.dll, 71 
MPREXE.EXE caused an exception 03h in module 

USER32.dll at X, 70 
Msgsrv32 Caused a General Protection Fault in User.exe, 

56-57 
MSGSRV32.EXE Caused a General Protection Fault in 

module CM8330SB.DRV, 59 
Msimn.exe has generated errors and will be closed by 

Windows. You will need to restart the program. An error 

log is being created., 46 
Msmsgs.exe not responding, 24 
My Network Places: \\computer\resource is not accessible. 

The network path was not found., 101 



Network component upgrade Error copying OEM files from 
the specified location. Do you want to cancel this up- 
grade?, 81 

Network Connection Was Refused By The Server, 128 

Network logons are paused., 86 

Network path not found., 47 

NNTP Server Error, 128 

No DNS Entry., see Failed DNS Lookup 

No ISDN devices were found. Please install an ISDN device 
and run the configuration wizard again., 75 

No more connections can be made at this remote computer 
at this time because there are already as many connec- 
tions as the computer can accept., 102 

No Response, 124 

Non-System disk or disk error . . . Replace and strike a key 
when ready., 18 

Non-System disk or disk error. Replace and press any key 
when ready., 92 

Not enough memory to run this application., 33 

Not enough memory was available to allocate internal 
storage needed for the device., 84 



Not enough printer memory available to print page., 1 1 9 
Not enough server storage is available to process this com- 
mand., 43 
Not Implemented, 134 
Not ready reading drive X, 92 



Object Doesn't Support This Property Or Method. :'Onmove', 
135 

Offending Command, 145 

Office Source Engine error: Error 25090. Office Setup en- 
countered a problem with the Office Source Engine, 
system error: -2147024703., 105 

Operation Timed Out, 132 

Override Enabled— Defaults Loaded, 140 



Page Cannot Be Displayed, 133, 136 

PAGE_FAULT_IN_NONPAGED_AREA, 140 

Paper jam, 144 

Permission Denied, 128 

Permission Denied, 133 

Playback Failed Due To One Of The Following Reasons . . ., 
148 

Please Insert a Disk into Drive A:, 32 

Please insert an audio compact disc, 61 

Please wait while Windows configures Office XP Pro..., 106 

Port Already Open, 74 

Port already open., 45 

PowerPoint can't open the type of file represented by XX, 
116-117 

PowerPoint can't open XX because part of file is missing., 
116-117 

PowerPoint can't read XX., 116-117 

PowerPoint can't read XX.ppt., 116 

Printer failed to initialize, 144 

Problems Restarting Computer with Device Using IRQ 12, 59 

Problems With This Web Page Might Prevent It From Being 
Displayed Properly Or Functioning Properly. In The 
Future You Can Display This Message By Double- 
Clicking The Warning Icon Displayed In The Status Bar., 
135 

Program does not run under Windows., 66 



Query result parsing failure., 102 

RawESR.sys Cannot Be Found, 130 

Redirection Limit For This URL Exceeded. Unable To Load 

The Requested Page., 132 
Registry Startup information is missing or invalid., 84 
Remote Procedure Call, 43 

Rundll caused a general protection fault in krnl386.exe, 69 
Rundll caused a general protection fault in module MM- 

SYSTEM.DLL at X, 70 
RUNDLL Error loading irprops.cpl, 37 
Rundll32 caused a general protection fault in module 

Macw4.drv, 70 
Rundll32.exe Has Performed An Illegal Operation, 129 
Runtime Error 21 6 at XX, 75 
Runtime Error, 44 



Saving your settings., 23 

Scanner not found, 145 

Seek Error - Sector not found, 58-59 

Serious Disk Error Writing Drive <XX>, 58-59 

Serious Disk Error Writing Drive X, 92 

Server service is not started., 47 



PC Errors • 157 



Error Message Index 



gc 



Server storage error , 44 

Servername\sharename is an invalid port name., 91 

Service pack 3 Setup error. An error in updating your system 
has occurred., 80 

Services.exe - Application Error. The application failed to ini- 
tialize (0xc0000006)., 32 

Setup (.cab) file error Setup has detected the following de- 
coding error: Setup has detected a corrupt setup (.cab) 
file. Setup will attempt to recover from this situation, 65 

Setup cannot access this disk., 78 

Setup cannot create the folder \WINNT\TEMP, 76 

Setup cannot load the keyboard layout file Kbdus.dll. Setup 
cannot continue. Shut down or restart your computer., 79 

Setup cannot set the required Windows XP configuration in- 
formation. This indicates an internal setup error. Contact 
your system administrator., 15 

Setup cannot upgrade your current installation to Windows 
XP. Your copy of Windows XP does not support up- 
grading from an evaluation copy of Windows. Setup 
cannot continue., 16 

Setup encountered an unexpected critical error ... not all 
settings were transferred . . ., 78 

Setup Has Detected A Newer Version Of Internet Explorer 
Already Installed On This System. Setup Cannot 
Continue, 134 

Setup has detected the following decoding error: 'Could not 
decode this setup (.CAB) file.' Setup will attempt to re- 
cover from this situation, click OK to continue, 65 

Setup has disabled the upgrade option, could not load the file 
D:\i386\Win9xupg\W95upg.dll. Setup cannot continue, be- 
cause this version can only install as an upgrade., 13 

Setup has encountered a fatal error that prevents it from con- 
tinuing. Contact your product support representative for 
assistance. The following status will assist them in diag- 
nosing the problem. (0x4, 0x1, 0, 0) Setup cannot con- 
tinue. Power down or reboot your computer now., 81 

Setup has encountered an error and cannot continue. 
Contact technical support for assistance. The following 
status will assist them in diagnosing the problem. (0x5, 
0x1 , 0,0) -or- (0x5, 0x1 , 0x3, 0) Setup cannot continue. To 
quit Setup, press F3., 80 

Setup is unable to locate temporary files, 76 

Setup.exe is not a valid Win32 application., 39 

SmartHeap Library. MEM_BAD_POINTER. This program has 
performed an illegal operation and will shut down. If the 
problem persists, contact the program vendor. X caused 
an invalid page fault in module Kernel32.dll at X, 71 

Some of the cells you are trying to change are password pro- 
tected, but no one password will allow access to all of the 
cells. Click OK, and then try editing one cell at a time., 
114 

Sorry, You Do Not Have Permission To Press This Key, 134 

Speaker errors, 147 

Spool32 caused an invalid page fault in module 
WNPP32.DLL, 61 

Spooler subsystem app has encountered a problem and 
needs to close., 47 

STG_E_FILEALREADYEXISTS, 40 

STOP: 0X0000000A i rql_not_less_or_equal . , 12 

STOP: 0X0000000A, 35, 88, 94 

STOP: 0x0000001 E (0x80000003, 0xBFC0304, 0x0000000, 
0x0000001) [bugcheck code] ([1] [2] [3] [4]), 16 

STOP: 0x0000001 E KMODE_EXCEPTION_NOT_HAN- 
DLED, 17 

STOP: 0x0000001 E, 26 

STOP: 0x0000001 e, 36 

STOP: 0x00000023 {OxParameterl , 0xParameter2, 
0xParameter3, 0xParameter4) FAT_FILE_SYSTEM., 89 

STOP: 0x00000024 {OxParameterl , 0xParameter2, 

0xParameter3, 0xParameter4) NTFS_FILE_SYSTEM., 89 

STOP: 0x0000002E {OxParameterl , 0xParameter2, 
0xParameter3, 0xParameter4) DATA_BUS_ERROR., 89 



STOP: 0x00000050 {OxParameterl , 0xParameter2, 

0xParameter3, 0xParameter4) PAGE_FAULT_IN_NON- 

PAGED_AREA., 94 
STOP: 0x00000050 PAGE_FAULT_IN_NON_PAGED 

_AREA, 16 
STOP: 0x00000073 (0x00000001, 0xc000017d, 

0x00000002, 0xfc96fcc0) CONFIG_LIST_FAILED, 38 
STOP: 0x00000074 (0x00000003, 0x00000002, 

0x80087000) BAD_SYSTEM_CONFIG_INFO, 41 
STOP: 0x00000077 {OxParameterl , 0xParameter2, 

0xParameter3, 0xParameter4) KERNEL_STACK_IN- 

PAGE_ERROR., 88 
STOP: 0x00000077, 34 
STOP: 0x0000007B, 35 
STOP: 0x0000007B: (0xF741B84C, 0x00000034, 

0x00000000, 0x00000000) INACCESSIBLE_BOOT_DE- 

VICE., 90 
STOP: 0x0000007E (0xc00000005, 0xFC7F1945, 

0xFC9589B0, 0xFC9586Bo) Kbdclass.sys- address 

Fc7F1945 base at FC7F1000, Datestamp 3b7d82f3, 23 
STOP: 0x0000007F {OxParameterl, 0xParameter2, 

0xParameter3, 0xParameter4) 

UNEXPECTED_KERNEL_MODE_TRAP., 90 
STOP: 0x0000008E (0x00000005, 

0xBF869F22,0xF9470688,0x00000000), 1 6 
STOP: 0x0000008e, 16 
STOP: 0x0000009F DRIVER_POWER_STATE_FAILURE, 

21 
STOP: 0x0000009F DRIVER_POWER_STATE_FAILURE, 27 
STOP: 0x000000B8 (0x00000000,0x00000000,0x00000000, 

0x00000000) ATTEMPTED_SWITCH_FROM_DPC ad- 
dress 0xf729a248 in XX, 88 
STOP: 0x000000C2 (0x00000007, 0x00000fd3, 

0x88289700,0x00000000), 102 
STOP: 0x000000C2, 35 
STOP: 0x000000D1 (0xFF8BA000, 0x00000002, 

0x00000001, 0xF3AAA40E) 

DRIVER_IRQL_NOT_LESS_OR_EQUAL, 1 02 
STOP: 0x000000D1 (68b6a590 00000002 00000000 

bfda3841), 102 
STOP: 0x000000D1, (0x0000002b, 0x00000002, 

0x00000000, 0xEEEE1b01) 

IRQL_NOT_LESS_OR_EQUAL Kbdclass.sys, 23 
STOP: 0X000000EA 

THREAD_STUCK_IN_DEVICE_DRIVER,27 
STOP: 0X000000ED {Oxaaaaaaa, Oxbbbbbbb, Oxccccccc) 

UNMOUNTABLE_BOOT_VOLUME, 14 
STOP: 0x9F, 35 
STOP: OxAO, 26 
STOP: OxAO, 34 
STOP: 0xc0000218 (0xe11a30e8, 0x00000000, 

0x000000000, 0x00000000) 

UNKNOWN_HARD_ERROR, 38 
STOP: 0xc0000218 {Registry File Failure} The Registry 

cannot load the hive (file)., 38 
STOP: 0xC000021A {OxParameterl, 0xParameter2, 

0xParameter3, 0xParameter4) STATUS_SYSTEM_ 

PROCESS_TERMINATED., 94-95 
STOP: 0xC0000221 STATUS_IMAGE_CHECKSUM_MIS- 

MATCH Path\File_name, 31, 95 
STOP: 0xc0000221 Unable to Load Device Driver, 27 
STOP: 0xc0000221 Unable to Load Device Driver, 36 
STOP: 0xC0000221 unknown hard error 

C:\Winnt\System32\Ntdll.dll, 31 
STOP: 0xc000026C [Unable to load device driver] Driver, 19 
STOP: 0xc000026C Unable to Load Device Driver, 27 
STOP: 0xC2, 35 

STOP: 0xv0000221 [Unable to load device driver] Driver, 19 
STOP: 0xv0000221 . Bad image check sum, the image 

user32.dll is possibly corrupt. The header check sum 

does not match the computed check sum., 19 



STOP: C000021 8 {Registry File Failure} The Registry cannot 

load the hive (file): \SystemRoot\System32\Config\SOFT- 

WARE or its log or alternate, 39 
STOP: C0000221 STATUS_IMAGE_CHECKSUM_MIS- 

MATCH, 26 
STOP: C0000221 STATUS_IMAGE_CHECKSUM_MIS- 

MATCH, 31 
STOP: C0000221 unknown hard error Path\File_name, 31 , 

95 
STOP: C0000221 Unknown Hard Error, 31 
STOP: The disk media is not recognized, it may not be for- 
matted., 31 
STOP:XxXXXXXXD1,26 
STOP: XxXXXXXXED UNMOUNTABLE_BOOT_VOLUME, 

27 
STOP: XxXXXXXXED, 28 
SU5038 — Error in command line., 52 
Sync Out of Range, 149 
System Busy, 69 
System has recovered from a serious error 

DRIVER_IRQL_NOT_LESS_OR_EQUAL,41 
System Has Recovered from a Serious Error, 36 
System restart has been paused: Continue with system 

restart. Delete restoration data and proceed to system 

boot menu., 41 
System Restore Cannot Run Until You Restart the 

Computer., 32 



TASKMON caused an invalid page fault in module 

KERNEL32.DLL, 56 
TCP Error Encountered While Sending Request To Server, 

see TCP Error 
TCP Error, 128 
Test Page failed to print. Would you like to view the printer 

troubleshooter for assistance? The filename, directory 

name, or volume label syntax is incorrect., 91 
Test page failed to print. Would you like to view the printer 

troubleshooter for assistance? Unable to create a job., 91 
The application failed to initialize properly (0xc01 50002). 

Click on OK to terminate the application., 1 05-1 06 
The binding handle is invalid., 85 
The command cannot be performed because a dialog box is 

open. Click OK and then close any open dialog boxes to 

continue., 110 
The computer name already exists on the network., 86 
The computer you are dialing in to cannot establish a Dial-Up 

Networking connection. Check your password, and then 

try again., 44 
The computer you have dialed in to has denied access be- 
cause the username and/or password is invalid on the do- 
main., 72 
The configuration file or the command line has a duplicate 

parameter., 87 
The configuration file or the command line has an ambiguous 

option., 86 
The device cannot start. (Code 10) Try updating the device 

drivers for this device., 89 
The device cannot start. (Code 10)., 148 
The device is being accessed by an active process., 84 
The device X: is already connected to \\server\resource. Do 

you wish to replace the current connection with 

Wserver2\resourceZ? ', 103 
The document caused a serious error the last time it was 

opened. Would you like to continue opening it?, 110 
The document caused a serious error the last time it was 

opened. Would you like to continue opening it?, 113 
The drive letter is in use locally., 84 
The driver for this device might be corrupt, or your system 

may be running low on memory or other resources. (Code 

3)., 93 



158» PC Errors 



Error Message Index 



The driver or network connection that the shortcut 'target.lnk' 
refers to is unavailable. Make sure that the disk is prop- 
erly inserted or the network resource is available, and 
then try again., 72 

The dynamic-link library WININET.DLL could not be found in 
the specific path., 97 

The environment is incorrect., 85 

The exception Illegal Instruction. An attempt was made to ex- 
ecute an illegal instruction. (oxc000001d) occurred in the 
application at location 0x31482bfc, 109 

The file C:\windows\system32\c_1252.nls is missing or cor- 
rupt., 19 

The file XX is not available., 1 1 7 

The file XX is unavailable., 117 

The file XX that shortcut YY refers to cannot be found, 96 

The file you are attempting to play has an extension that 
does not match the file format. Playing the file may result 
in unexpected behavior., 117 

The folder you entered does not appear to be valid. Please 
choose another., 47 

The following file is corrupted: toside.sys, 41 

The following system files have been replaced with older ver- 
sions by a program you recently ran. These files are cur- 
rently in use and cannot be automatically repaired. 
Windows may not run correctly until you exit and restart 
Windows so that the files can be automatically repaired. 
C:\Windows\System\XX, 67 

The highlighted volumes do not have enough disk space 
available for the currently selected features., 104-105 

The Issuing Certificate could not be found. The Certificate 
Services may need to be reinstalled., 86 

The item XX that this shortcut refers to has been changed or 
moved, so this shortcut will no long work properly., 96 

The local policy of this system does not allow you to log in in- 
teractively., 44 

The margins of section <n> are set outside the printable area 
of the page. Do you want to continue?, 1 1 

The Microsoft Dial Up adapter is in use or not responding 
properly. Disconnect other connections and then try 
again. If this problem persists, shut down and restart your 
computer. Error 645., 73 

The modem VxD is not present. Please refer to the trou- 
bleshooting section in the User's guide., 129 

The MSIEXEC file is linked to missing export MSI.DLL222., 
105 

The network is not accessible. Unable to find the device on 
the network., 73 

The page cannot be displayed. Cannot find server or DNS 
error., 43 

The page cannot be displayed. The page you're looking for 
might have been removed or had its name changed., 75 

The Page cannot be displayed., 74 

The page cannot be found. HTTP 404 - file not found., 43 

The parent directory could not be located., 82 

The Password Is Incorrect. Word Cannot Open the 
Document., 111 

The Password Is Not Valid, 33 

The privilege level of an operation is invalid., 152 

The Requested URL Was Not Found, see 404 - Not Found 

The security database is corrupted., 86 

The separator page does not exist., 95 

The server could not be located., 84 

The server is configured without a valid user path., 82 

The source application is busy and can't respond immedi- 
ately., 118 

The specified extended attribute handle is invalid., 84 

The system cannot find message text for message number 
OxfffffdfO in the message file for Syssetup.dll, 16 

The system could not log you on. Make sure your Username 
and domain are correct, then type your password again. 
Letters in passwords must be typed using the correct 



case. Make sure that Caps Lock is not accidentally on., 
100 

The system has detected an IP address conflict with another 
system on the network. The local interface has been dis- 
abled. More details are available in the system event log. 
Consult your network administrator to resolve the conflict., 
103 

The Target can not handle this type of document, 40 

The time range specified ends before it starts., 87 

The UPS driver could not be opened., 84 

The user disk quota information is unusable., 87 

The Windows 98 CD was not found in your CD-ROM drive., 
63 

The Windows registry or SYSTEM.INI file refers to this de- 
vice file, but the device file no longer exists. A Windows 
virtual device driver (VxD) referenced in the System.ini file 
or registry is missing or damaged., 56 

The workstation driver is not installed., 85 

The workstation is not configured properly., 87 

The Workstation service is in an inconsistent state. Restart 
the computer before restarting the Workstation service., 
85 

The wrong version of the driver has been loaded., 85 

There is a crosslinked file on drive X Please run SCAN- 
DISK.EXE from Setup disk 1 or the Windows CD-ROM to 
fix the problem. Setup cannot continue., 52 

There is insufficient memory or disk space. Close extra win- 
dows and save your work.,1 1 1 

There is insufficient memory. Save the document now., 117 

There is no dialtone. Make sure your modem is connected to 
the phone line., 74 

There is not enough memory or disk space to complete the 
operation., 111 

There was a problem in connecting to the Internet. To at- 
tempt to connect again, click Try Again., 46 

There was a problem printing to the printer due to an un- 
known system error., 72 

There was an error found when printing the document XX to 
LPT1 . Do you want to retry or cancel the job?, 92 

There was an internal error and one of the windows you were 
using has been closed. It is recommended that you save 
your work and close all programs, and then restart your 
computer., 98 

This action is only valid for products that are currently in- 
stalled., 106 

This Application Requires the Windows Installer to Run, 38 

This device is not configured correctly (Code 1). To update 
the drivers for this device, click Update Driver. If that 
doesn't work, see your hardware documentation for more 
information., 93 

This operation is attempting to change a filtered range on 
your worksheet and cannot be completed. To complete 
this operation, the AutoFilter feature in the worksheet 
needs to be modified., 114 

This operation requires the merged cells to be identically 
sized., 115 

This program cannot be run in DOS Mode., 15 

This program cannot be run in MS-DOS mode, 76 

This program has performed an illegal operation and will be 
shut down. If this problem persists, contact the program 
vendor., 67, 111 

This program has performed an illegal operation and will be 
shut down. If the problem persists, contact the program 
vendor. XX caused an Invalid Page Fault in Module YY, 
97-98 

This workbook contains one or more Microsoft Excel 4.0 
macros. These macros may contain viruses or other 
harmful code. These macros will be disabled., 113 

This workbook contains one or more Microsoft Excel 4.0 
macros. These macros may contain viruses or other 
harmful code. Open this workbook only if you trust the 
source. Do you want to enable these macros?, 113 



To view this page, you must be connected to the Internet. To 

connect to the Internet now, click Connect., 46 
Too Many Connections - Try Again Later, see Network 

Connection Was Refused By The Server 
Too Many Users, see Network Connection Was Refused By 

The Server 
Too Much Network Traffic, 1 34 
Too Much Network Traffic, see Network Connection Was 

Refused By The Server 
Transfer Interrupted, 128 



Unable to allocate required resources. Initialization failed., 83 

Unable To Connect To The AOL Service, 133 

Unable to create directory., 66 

Unable to create or open the file XX, 95-96 

Unable to establish a connection with the activation server. 
Please check your network settings and confirm that you 
are able to connect to the Internet, then try again., 44 

Unable to find Setup.exe, 33 

Unable To Locate Host, see Host Unknown 

Unable to Locate Server, see Host Unknown 

Unable to log you on because your account has been locked 
out, please contact your administrator., 100 

Unable to obtain configuration information for graphics card., 
87 

Unable to open port, 62 

Unable to open your default e-mail folders. The .DLL file for 
the information service could not be found. MAPI was un- 
able to load the information service Pstprx.dll. Be sure the 
service is correctly installed and configured., 46 

Unable To Print Document, Either Document's Application Is 
Not Installed Correctly, There Is Not Enough Memory To 
Load The Application, Or This Application Does Not 
Support Printing (For Example Sound Files Can Not Be 
Printed), 136 

Unable to read drive drive letter., 33 

Unable to read file., 113 

Uninstall Option Not Available. There is not enough Space to 
save your current operation system. Your computer has 
enough disk space for Windows XP, but it does not have 
enough to save your current version of Windows for 
backup. The backup image size is [number_of_megabytes] 
It is recommended that you cancel Setup now, free addi- 
tional disk space, and then restart Setup., 17 

Unknown error., 83, 98 

Upgrade Your Browser, 133 

User does not have access privileges., 1 17 

User has not been granted requested login type., 47 



vDisk is not formatted. The disk in drive X is not formatted. 
Do you want to format it now?, 141 

VFAT Device Initiali-zation Failed. A device or resource re- 
quired by VFAT is not present or is unavailable. VFAT 
cannot continue loading. System halted., 58 

Video decoder error, 30 

VMM32.VXD Is Required to Run Windows. . ., 56 



Warning SU0010 — Setup has detected a Boot Manager 
partition on your computer. If you set up Windows, you 
will not be able to use Boot Manager. For more informa- 
tion, quit Setup, and read SETUP.TXT on Setup Disk 1 or 
the Windows CD-ROM., 48 

Warning SU001 1 — Setup has detected a password-pro- 
tected partition on your hard disk. To set up Windows 95 
(or Windows 98), you first need to remove the password 
protection. For more information, see SETUP.TXT on 
Setup Disk 1 or the Windows CD-ROM., 48 



PC Errors • 159 



Error Message Index 



9C 



Warning SU0012 — Setup detected an OS/2 or Windows NT 
file system partition on your hard disk. Files on this parti- 
tion will not be available when you use Windows 95 (or 
Windows 98). For more information, see SETUP.TXT on 
Setup Disk 1 or the Windows CD-ROM., 48 

Warning SU0016 — Setup has detected OS/2 files on your 
computer. If you set up Windows 95 (or Windows 98), you 
may not be able to use OS/2. For more information, quit 
Setup and read SETUP.TXT on Setup Disk 1 or the 
Windows CD-ROM., 49 

Warning SU0019 — Setup has found commands in your AU- 
TOEXEC.BAT or CONFIG.SYS files that are not compat- 
ible with Windows., 49 

Warning SU0133 — Setup was unable to determine your 
system configuration by using full detection. Would you 
like to try again using minimal detection?, 49 

Warning SU0139 — The directory you specified contains a 
version of Windows with a different character set. Setup 
cannot upgrade this version. Please choose a different di- 
rectory., 53 

Warning SU0141 — Setup could not copy files needed for 
your startup disk. You can still continue with Setup 
without creating the startup disk. Click OK to continue., 50 

Warning SU0151 — Setup could not verify that your com- 
puter has the minimum amount of memory (RAM) re- 
quired to run Windows 95 (or Windows 98). Do you want 
to continue with Setup?, 50 

Warning SU01 53 — Drive X, the host drive for the com- 
pressed Y drive, must have at least Z bytes free to set up 
Windows. Free some disk space, and then run Setup 
again., 50 

Warning SU0159 — The directory Xyou specified contains a 
Windows NT installation. Setup cannot install Windows in 
this directory. Please choose a different directory., 50 

Warning SU01 60 — The directory X which is needed to in- 
stall Windows into already contains a Windows installa- 
tion. Please choose a different installation directory., 50 

Warning SU0164 — Setup cannot upgrade the version of 
Windows in X, because you are running Windows from a 
different directory. Please choose a different directory., 53 

Warning SU0167 — The specified directory contains a direc- 
tory named 'desktop' that you must move or rename before 
Setup can continue. For more information, see SETUP.TXT 
on Setup Disk 1 or the Windows CD-ROM., 51 

Warning SU01 68 — Your computer already has an operating 
system installed, which cannot be upgraded by this ver- 
sion of Setup., 53 

Warning SU0343 — Setup could not create X. Make sure 
you specified a valid drive letter and directory name. Also 
make sure the directory name does not conflict with ex- 
isting files on your drive., 51 

Warning SU0344 — The Windows directory Xyou have 
specified does not currently exist. Please verify that the 
path is correct., 51 

Warning SU0346 — Setup cannot upgrade Windows. The di- 
rectory X does not contain a valid Windows installation. 
Please specify another directory., 53 

Warning SU0361 — A Windows registry file was found. If 
Windows 95 (or Windows 98) is installed in another direc- 
tory, continuing with Setup will disable it. Do you want to 
continue?, 51 

Warning SU0362 — It is not recommended that Setup con- 
tinue without the proper amount of disk space free. If you 
continue, Setup may run out of disk space and not com- 
plete successfully., 52 

Warning SU0366 — This option disables some of the com- 
mands in your AUTOEXEC.BAT and CONFIG.SYS files 
to ensure that Windows 95 (or Windows 98) installs cor- 
rectly and uses the fastest drivers., 51 

Warning SU0409 — Windows Setup was unable to update 
your system files. This may be caused by virus detection 
that is built in to your computer, or by virus detection soft- 
ware running on your computer., 52 



Warning SU0516 — Setup ran into problems while trying to 
set up the following device on your computer: X Setup 
will attempt to install this device later. If problems persist, 
run Setup again and choose Safe Recovery when 
prompted. Click OK to continue., 52 

While initializing device vkd - Windows Protection Error - You 
need to restart your computer, 63 

While initializing device XX Windows Protection Error, 55 

While initializing device: Windows Protection Error. You need 
to restart your computer., 83 

While setting up DVD-video playback, it was found that XX 
Video cannot be shown on the computer monitor because 
of one of the following reasons: Low video memory. 
Please try using lower display resolution and/or colors. 
The display adapter is incompatible with the DVD de- 
coder. Please try to obtain a display driver update., 93 

While verifying the integrity of your section files, OneNote de- 
tected a problem with the following file: XX.one, 106 

Win32k!EXFORMOBJ::vGetCoefficient+0xb.,95 

win32sl.exe -i -r ia error, ..\..\dmispio.cpp::320 unable to reg- 
ister with service provider., 55 

Windows 2000 Setup could not detect the version of 
Windows you are currently running. Setup cannot con- 
tinue., 77-78 

Windows cannot find "search". You may have typed the 
name incorrectly in the Run dialog, or another open pro- 
gram cannot find a system file. To search a file, click the 
Start button, and then click Search., 70 

Windows cannot find file 'XX' Check the spelling and try 
again, or try searching for the item by clicking the Start 
button and then clicking Search., 42 

Windows cannot find openme.exe, 22 

Windows cannot identify all the resources this device uses. 
(Code 16) To specify additional resources for this device, 
click the Resources tab and fill in the missing settings. 
Check your hardware documentation to find out what set- 
tings to use., 93 

Windows cannot open this file., 118 

Windows cannot print due to a problem with the current 
printer setup., 119 

Windows cannot start this hardware device because its con- 
figuration information (in the Registry) is incomplete or 
damaged. (Code 19), 28 

Windows could not start because the following file is missing 
or corrupt: \windows\System32\Drivers\lsapnp.sys, 21 

Windows could not start because the following file is missing 
or corrupt: \WINNT\SYSTEM32\CONFIG\SYSTEMced., 99 

Windows Media Player cannot find the specified file. Be sure 
the path is typed correctly. If it is, the file does not exist in 
the specified location, or the computer where the file is 
stored is offline., 117-118 

Windows Media Player Error C00D10B3 - unable to access 
the network., 45 

Windows Media Player is not configured for the Internet. 
Before you can use the Media Guide or Radio Tuner fea- 
tures, you must be connected to the Internet. To connect 
to the Internet, run the Internet Connection Wizard and try 
again., 45 

Windows Protection Error, 56 

Windows XP does not discover Visioneer Paperport One 
Touch scanner. It is not USB but parallel only., 28 

WINNT32 this program has performed an illegal operation. 
WINNT32 caused an invalid page fault in module 
KERNEL32.DLL, 13 

WinXP could not start because the following file is missing or 
corrupt: \WINDOWS\SYSTEM32\CONFIG\SYSTEM, 36 

Word cannot complete the save due to a file permission 
error., 111 



XX An error has occurred in your program. To keep working 
anyway, click Ignore and save your work to a new file. To 



quit this program, click Close. You will lose information 

you entered since the last save., 98 
XX cased an invalid page fault in module HHCTRL.OCX at 

Y,67 
XX Could Not Be Found, 131 
XX is not accessible. Unknown Error 21 1 4, 72 
XX is read-only. Do you want to save changes to a different 

filename?, 118-119 
XX.ppt is currently in use. PowerPoint can't modify it at this 

time., 118 
XX The above file name is invalid., 97 
XX This file exists with Read-Only attributes. Please use a 

different file name, 96 
XX This file is already in use. Select a new name or close the 

file in use by another application., 97 



You are not logged onto the Windows 2000 workstation as a 
member of the user group that has the right to view the 
workstation's Virtual Memory settings., 85 

You Can't Log On As An Anonymous User, 128 

You cannot drag an item into a button on the Taskbar. 
However if you do this without releasing the mouse 
button, the window will open and you can the drag the 
item into the window., 97 

You cannot make phone calls or start voice or video conver- 
sations with Windows Messenger, 130 

You chose to install Windows 2000 on a partition that con- 
tains another operating system. Installing Windows 2000 
on this partition might cause the operating system to func- 
tion improperly., 80 

You Do Not Have The Plug-In Needed To View The 
'Application/Plug-In' Type Of Information On This Page. 
To Get The Plug-In Now, Click View Plug-In Directory, 
134 

You Have Not Connected The Power Extension Cable To 
Your XX, 149 

You have not entered a valid product key. Please check the 
number located on the sticker on the back of the CD case 
or on your Certificate of Authenticity., 106 

Your account has been disabled. Please see your system 
administrator., 101 

Your Current Login Session Is Expired, Please Re-Login 
Before Using Our Services., 132 

Your display adapter is not configured properly., 58 

Your installation cannot be activated because you have acti- 
vated up to the limit for your Product Key. For details 
about the maximum allowed number of product activa- 
tions, close this wizard and review the End User License 
Agreement, available through the Help menu of this appli- 
cation. If you believe that you are getting this message in 
error, click Back and choose the telephone option. The 
telephone activation system will provide you the opportu- 
nity to speak with a support representative about all acti- 
vation issues., 106 

Your Network Configuration Is Not Complete, 129 

Your network is configured such that you cannot make phone 
calls, 130 

Your password has expired and must be changed., 100 

Your password will expire in X days. Do you want to change 
it now?, 100 

Your Sound Card does not support hardware buffering. 
Sound will only playback from software buffers., 147 

Your system is running low on Virtual Memory, please close 
some applications, 98-99 

Your system is low on Virtual Memory. To ensure that 
Windows runs properly, increase the size of your Virtual 
Memory paging file. For more information see Help, 98-99 

Your system is low on virtual memory. Windows is increasing 
the size of your virtual memory paging file. During this 
process memory requested for some applications may be 
denied., 22, 41, 98-99 



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